DUTIES AND RESPONSIBILTIES
Leading Guest Services Team
• Encourage and build mutual trust, respect, and cooperation among team members.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Supervise and manages employees. Manage all day- to- day operations. Understand employee positions well enough to perform duties in employees&039; absence.
• Ensure recognition of employees is taking place across areas of responsibility.
• Communicate performance expectations in accordance with job descriptions for each position and monitors progress.
• Serve as a role model to demonstrate appropriate behaviors.
Maintaining Guest Services and Front Desk Goals
• Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
• Manage department controllable expenses to achieve or exceed budgeted goals.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Manage day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Managing Projects and Policies
• Ensure compliance with all Front Office policies, standards and procedures.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Hotel Standards and Policies.
Ensuring Exceptional Customer Service
• Display leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Provide services that are above and beyond for customer satisfaction and retention.
• Supervise and manages employees. Managing all day- to- day operations. Understanding employee positions well enough to perform duties in employees&039; absence.
• Act as the "Service Model" for the Front Office and creates a positive atmosphere for guest relations.
• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Observe service behaviors of employees and provide feedback to individuals and/or other managers.
• Review comment cards, guest satisfaction results and other data to identify areas of improvement.
• Respond to and handle guest problems and complaints.
Managing and Conducting Human Resource Activities
• Manage employee progressive discipline procedures for Front Office Personnel.
• Administer the performance appraisal process for direct report managers.
• Ensure employees are treated fairly and equitably.
• Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Establish challenging, realistic and obtainable goals to guide operation and performance.
Other Responsibilities
• Analyze information and evaluating results to choose the best solution and solve problems.
• Perform any tasks assigned by Management.
• Inform and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
