n JOB SUMMARY n n Serves as the property Manager on Duty and oversees all property operations ensuring that the highest levels of hospitality and service are provided Represents property management in resolving any guest related situation Manages the flow of questions and directs guests within the lobby Serves as Guest Relations Manager and handles the tracking of service issuesn n CANDIDATE PROFILE n n Education and Experience n High school diploma or GED 2 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 no work experience requiredn n CORE WORK ACTIVITIES n n Leading Guest Services Teams 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 Celebrates successes and publicly recognizes the contributions of team membersn Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the teamn n Maintaining Guest Services and Front Desk Goals n Develops specific goals and plans to prioritize organize and accomplish your workn Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with othersn Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the propertyn Intervenes in any guestemployee situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and employee well being is preservedn Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired resultsn Comprehends budgets operating statements and payroll progress reports as needed to assist in the financial management areas of departmentn 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 Manages daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basisn Serves as a leader in displaying outstanding hospitality skillsn Sets a positive example for guest relationsn Responds to and handles guest problems and complaintsn Empowers employees to provide excellent customer servicen Observes service behaviors of employees and provides feedback to individualsn Strives to improve service performancen Provides immediate assistance to guests as requestedn Ensures employees understand customer service expectations and parametersn Participates in the development and implementation of corrective action plans to improve guest satisfactionn n n Implementing Projects and Policies n Implements the customer recognitionservice program communicating and ensuring the processn 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 Manages payroll administrationn n 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 Participates in employee progressive discipline proceduresn Uses all available on the job training tools for employeesn Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concernsn Supervises ongoing training initiatives and conducts training when appropriaten Participates in the employee performance appraisal process providing feedback as neededn n Additional Responsibilities n Provides information to supervisors coworkers and subordinates by telephone in written form email or in personn Analyzes information and evaluating results to choose the best solution and solve problemsn Informs andor updates the executives the peers and the subordinates on relevant information in a timely mannern Maintains high visibility in public areas during peak timesn Understands and can implement all emergency plans including accident deat
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