Assist the Front Office Manager in overseeing front office functions and supervising staff across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Ensure smooth check-in and check-out processes, guest and employee satisfaction, and contribute to maximizing the financial performance of the department.
Candidate Profile:
- Education and Experience:
- High school diploma or GED with 2 years of experience in guest services, front desk, or related professional area,
- OR
- Associate's degree (2-year) in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no work experience required.
Core Work Activities:
Supporting Management of Front Desk Team:
- Utilize interpersonal and communication skills to lead, influence, and encourage team members.
- Advocate sound financial and business decision-making with honesty and integrity; lead by example.
- Build mutual trust, respect, and cooperation among team members.
- Supervise and manage front office employees and daily operations.
- Understand employee roles sufficiently to perform duties in their absence.
- Ensure employee recognition is actively practiced on all shifts.
- Maintain open, collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
- Manage day-to-day operations ensuring quality service meets customer expectations.
- Develop goals and plans to prioritize, organize, and accomplish work efficiently.
- Handle complaints, resolve disputes and conflicts, and negotiate effectively.
- Continuously strive to improve service performance.
- Collaborate with the Front Office Manager on departmental improvements.
- Communicate clear, consistent messages regarding front office goals to produce desired results.
- Participate in corrective action planning based on guest satisfaction feedback.
- Emphasize guest satisfaction and continuous improvement during department meetings.
Ensuring Exceptional Customer Service:
- Deliver services that exceed customer satisfaction and retention expectations.
- Guide and coach employees to understand and meet guest needs.
- Serve as a role model by demonstrating appropriate behaviors and hospitality skills.
- Set a positive example for guest relations and empower employees to deliver excellent customer service.
- Regularly interact with guests to collect feedback on product quality and service.
- Provide constructive feedback to employees based on service observations.
- Effectively handle guest problems and complaints.
Managing Projects and Policies:
- Implement the customer recognition/service program and ensure staff adherence.
- Ensure compliance with all front office policies, standards, and procedures.
- Monitor adherence to credit policies and procedures to minimize bad debts and rebates.
Additional Responsibilities:
- Communicate information to supervisors and co-workers via telephone, written communication, email, or in person.
- Analyze information and evaluate results to determine optimal solutions and resolve problems.
- Keep executives, peers, and subordinates informed with timely updates.
- Act as Front Office Manager during their absence.
- Communicate critical information from pre- and post-convention meetings to front office staff.
- Participate actively in department meetings.
