Leading Front Office Operations Team
- Verifies that the team has the capabilities to meet expectations.
- Assists employees in understanding guests’ ever- changing needs and expectations, and exceeding them.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
- Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
- Leads by example demonstrating self- confidence, energy and enthusiasm.
Managing Front Office Operations Functions
- Takes proactive approaches when dealing with employee concerns.
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Manage all Front Office operations to include, but not limited to, guest service and registration (check- in/check- out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting.
- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
Managing and Monitoring Activities that Affect the Guest Experience
- Responds timely to customer service department request.
- Provides excellent customer service by being readily available/approachable for all guests.
- Understands the RHG brand&039;s service culture.
- Strives to continually improve guest and employee satisfaction.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
Managing Profitability
- Verifies that a viable key control program is in place.
- Initiate and implement up- selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
- Strives to maximize the financial performance of the department.
- Reviews 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.
- Assists in performing required annual audit.
