JOB SUMMARY
Responsible for the successful functioning of the department. Major responsibility of the department is to receive all in- house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. The Manager needs to ensure the agents’ information is thorough and up- to- date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.
CORE WORK ACTIVITIES
Maintaining Guest Services and Front Desk Goals
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Manages day- to- day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
Managing Projects and Policies
• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures guest requests/issues are logged.
• Oversees the financial aspects of the department including purchasing and payment of invoices.
• Tracks all guest issues from various sources and report results.
Ensuring Exceptional Customer Service
• Schedules and supervise staff to ensure prompt, friendly, and attentive service.
• Coordinates the process of receiving and resolving guest issues and requests.
• Identifies trends in guest issues for resolution.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
• Provides services that are above and beyond for customer satisfaction and retention.
Supporting Management of Guest Service Team
• Serves as a role model to demonstrate appropriate behaviors.
• Manages all day- to- day operations.
• Understands employee positions well enough to perform duties in employees&039; absence.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Supporting Human Resource Activities
• Assists in recruitment, hiring, training, and orientation of department personnel.
• Assists in the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Additional Responsibilities
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre- con meetings).
• Performs departmental administrative duties.
• Provides information to supervisors, co- workers, and subordinates by telephone, in written form, e- mail, or in person.
• Addresses complaints and serves as Manager on Duty as needed.
