- 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
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 builds mutual trust, respect, and cooperation among team members
- Supervises and manages employees
- Managing all day-to-day operations
- Understanding employee positions well enough to perform duties in employees absence
- Ensures employee recognition is taking place on all shifts
- Establishes and maintains open, collaborative relationships with employees
Monitoring and Supporting Progress Toward 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
- Strives to improve service performance
- Collaborates with the Front Office Manager on ways to continually improve departmental service
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
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
- Serves as a role model to demonstrate appropriate behaviors
- Sets a positive example for guest relations
- Displays outstanding hospitality skills
- Empowers employees to provide excellent customer service
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
- Provides feedback to employees based on observation of service behaviors
- Handles guest problems and complaints effectively
- Interacts with guests to obtain feedback on product quality and service levels
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process
- Ensures compliance with all Front Office policies, standards and procedures
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
Additional Responsibilities
- Provides information to supervisors and co-workers 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
- Functions in place of the Front Office Manager in his/her absence
- Communicates critical information from pre- and post-convention meetings to the Front Office staff
- Participates in department meetings
