n JOB SUMMARY n n Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis Front office areas include BellDoor Staff Switchboard and Guest ServicesFront 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 departmentn 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 Maintaining Guest Services and Front Desk Goals n 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 Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with othersn Supervises staffing levels to ensure that guest service operational needs and financial objectives are metn Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired resultsn Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goalsn n Supporting Management of Front Desk 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 building mutual trust respect and cooperation among team membersn Serving 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 Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Managern 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 Responds to and handles guest problems and complaintsn Sets a positive example for guest relationsn Empowers employees to provide excellent customer servicen Observes service behaviors of employees and provides feedback to individualsn Interacts with customers to obtain feedback on quality of product service levels and overall satisfactionn Ensures employees understand customer service expectations and parametersn Interacts with guests to obtain feedback on product quality and service levelsn Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvementn n Managing Projects and Policies n Implements the customer recognitionservice program communicating and ensuring the processn Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebatesn Supervises same day selling procedures to maximize room revenue and control property occupancyn Supervises daily Front Desk shift operations and ensures compliance with all 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 Supporting Human Resource Activities n Supports the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skillsn Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concernsn Brings issues concerning employee satisfaction to the attention of the department manager and Human Resourcesn Assists as needed in the interviewing and hiring of employee team members with the appropriate skillsn Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their jobn Participates in employee progressive discipline proceduresn 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 manne
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