n JOB SUMMARY n n Responsible for all front office functions and staff Areas of responsibility include Bell Staff Switchboard Operations Guest ServicesFront Desk and RetailGift Shop as applicable As a department head directs and works with managers and employees to successfully execute all front office operations including guest arrival and departure procedures Strives to continually improve guest and employee satisfaction and maximize the financial performance of the departmentn n CANDIDATE PROFILE n n Education and Experience n High school diploma or GED 4 years experience in the guest services front desk or related professional arean ORn 2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major 2 years experience in the guest services front desk or related professional arean n CORE WORK ACTIVITIES n n Leading Guest Services Team n Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financialbusiness decision making demonstrates honestyintegrity leads by examplen Encourages and builds mutual trust respect and cooperation among team membersn Serves as a role model to demonstrate appropriate behaviorsn Supervises and manages employees Manages all daytoday operations Understands employee positions well enough to perform duties in employees absencen Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the teamn Ensures recognition of employees is taking place across areas of responsibilityn Communicates performance expectations in accordance with job descriptions for each position and monitors progressn Celebrates successes and publicly recognizes the contributions of team membersn n Maintaining Guest Services and Front Desk Goals n Achieves and exceeds goals including performance goals budget goals team goals etcn Manages daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basisn Develops specific goals and plans to prioritize organize and accomplish your workn Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial resultsn Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired resultsn Reviews staffing levels to ensure that guest service operational needs and financial objectives are metn Understands the impact of Front Office operations on the Rooms area and overall property financial goalsn Manages department controllable expenses to achieve or exceed budgeted goalsn n Managing Projects and Policies n Ensures compliance with all Front Office policies standards and proceduresn 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 Processn n Ensuring Exceptional Customer Service n Provides services that are above and beyond for customer satisfaction and retentionn Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when neededn Supervises and managing employees Managing all daytoday operations Understanding employee positions well enough to perform duties in employees absencen Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relationsn Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relationsn Strives to improve service performancen Empowers employees to provide excellent customer servicen Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experiencen Reviews comment cards guest satisfaction results and other data to identify areas of improvementn Responds to and handles guest problems and complaintsn Observes service behaviors of employees and provides feedback to individuals andor managersn n Managing and Conducting Human Resource Activities n Identifies the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skillsn Provides guidance and direction to subordinates including setting performance standards and monitoring performancen Establishes challenging realistic and obtainable goals to guide operation and performancen Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concernsn Ensures employees are treated fairly and equitablyn Manages employee progressive discipline procedures for Front Office Staffn Administers the performance appraisal process for direct report managersn Interviews and hires managers and hourly employee team members with the appropriat
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