Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis
Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk
Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process
Ensures guest and employee satisfaction and maximizes the financial performance of the department

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
Encourages and building mutual trust, respect, and cooperation among team members
Serving as a role model to demonstrate appropriate behaviors
Supervises and manages employees
Manages all day-to-day operations
Understands employee positions well enough to perform duties in employees absence
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Responds to and handles guest problems and complaints
Sets a positive example for guest relations
Empowers employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
Ensures employees understand customer service expectations and parameters
Interacts with guests to obtain feedback on product quality and service levels
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates
Supervises same day selling procedures to maximize room revenue and control property occupancy
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process

Supporting Human Resource Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job
Participates in employee progressive discipline procedures

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
Performs all duties at the Front Desk as necessary
Runs Front Desk shifts whenever necessary
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results