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Job Summary

An entry-level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Candidate Profile

Education And Experience

•  High school diploma or GED; 2 years of experience in the guest services, front desk, or related professional area.

OR

•  2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

  
  
  
  

Core Work Activities

Supporting the Management of the Front Desk Team

•  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

•  Encourages and builds mutual trust, respect, and cooperation among team members.

•  Serves as a role model to demonstrate appropriate behaviors.

•  Supports all day-to-day operations.

•  Understands employee positions well enough to perform duties in employees' absence.

•  Coaches, counsels, and encourages employees.

•  Handles employee questions and concerns.

•  Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

•  Guides daily Front Desk shift operations.

•  Communicates performance expectations to employees in accordance with job descriptions for each position.

  
  

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

•  Manages day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers daily.

•  Develops specific goals and plans to prioritize, organize, and accomplish your work.

•  Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others.

•  Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

•  Strives to improve service performance.

•  Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.

•  Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

•  Supervises same-day selling procedures to maximize room revenue and property occupancy.

•  Understands the impact of Front Desk operations on the overall property financial goals and objectives.

  
  

Ensuring Exceptional Customer Service 

•  Provides services that are above and beyond for customer satisfaction and retention.

•  Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•  Sets a positive example for guest relations.

•  Empowers employees to provide excellent customer service within guidelines.

•  Handles guest problems and complaints, seeking assistance from a supervisor as necessary.

•  Interacts with guests to obtain feedback on product quality and service levels.

  
  

Managing Projects and Policies

•  Implementing the customer recognition/service program, communicating, and ensuring the process.

•  Assists in the review of comment cards and guest satisfaction results with employees.

•  Ensures employees have the proper supplies and uniforms.

•  Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

  
  

Supporting Handling of Human Resource Activities

•  Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

•  Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

•  Provides feedback to individuals based on observation of service behaviors.

•  Participates in an ongoing employee recognition program.

•  Conducts training when appropriate.

•  Participates in the employee performance appraisal process.

  
  

Additional Responsibilities

•  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

•  Analyzes information and evaluates results to choose the best solution and solve problems.

•  Informs and/or updates the executives, the peers, and the subordinates on relevant information on time.

•  Performs all duties at the Front Desk as necessary.

•  Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.

•  Complies with loss prevention policies and procedures.

Apply here: https://tinyurl.com/3jdjpj57