Supporting Property Operations
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Ensure compliance with all policies, standards and procedures.
• Perform any other tasks assigned by Front Office Manager or Upper Management.
• Strive to improve service performance.
• Maintain 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 property.
• Send copy of MOD report to all departments on a daily basis.
• Communicate any variations to the established norms to the appropriate department in a timely manner.
Supporting Profitability Goals
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understand and comply with loss prevention policies and procedures.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Managing the Guest Experience
• Set a positive example for guest relations.
• Serve as a leader in displaying outstanding hospitality skills.
• Empower employees to provide excellent customer service.
• Respond to and handle guest problems and complaints.
• Provide immediate assistance to guests as requested.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensure employees understand customer service expectations and parameters.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Record guest issues in the guest response tracking system.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Assisting Human Resources Activities
• Observe service behaviors of employees and provide feedback to individuals.
• Celebrate successes and publicly recognizes the contributions of team members.
• Participate as needed in the investigation of employee and guest accidents.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Understand and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standards (SOPs) and support the Employee Performance Review Process.
• Ensure employees are cross- trained to support successfully daily operations.
