- Represents property management in resolving any guest related situation.
- Manages the flow of questions and directs guests within the lobby, handles the tracking of service issues-
- Serves as the Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Leading Guest Services Teams
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Celebrates successes and publicly recognizes the contributions of team members.
• Supervises and manages employees. 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.
• 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.
Maintaining Guest Services and Front Desk Goals
• Ensures that regular on- going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Develops specific goals and plans to prioritize, organize, and accomplish the work.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
• Intervenes 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.
• Maintains 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.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Ensuring Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and retention.
• Strives to improve service performance.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Observes service behaviors of employees and provides feedback to individuals.
• Manages day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a leader in displaying outstanding hospitality skills.
• Provides immediate assistance to guests as requested.
More details will be discussed upon interview
