JOB SUMMARY
Leading Guest Services Teams
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 issues.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Serves as a role model to demonstrate appropriate behaviors.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supervises and manages employees. Manages all day- to- day operations. Understands employee positions well enough to perform duties in employees&039; absence.
Ensuring Exceptional Customer Service
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Observes service behaviors of employees and provides feedback to individuals.
• Responds to and handles guest problems and complaints.
• Provides services that are above and beyond for customer satisfaction and retention.
• Sets a positive example for guest relations.
• Serves as a leader in displaying outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Manages day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Strives to improve service performance.
Implementing Projects and Policies
• 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 Process.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Manages payroll administration.
Conducting Human Resource Activities
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Participates in employee progressive discipline procedures.
Additional Responsibilities
• 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.
• Provides information to supervisors, co- workers, and subordinates by telephone, in written form, e- mail, or in person.
