Job Description

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.
Education and Experience
. High school diploma or GED 2 years experience in the guest services, front desk, or related professional area.
. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major no work experience required.
Supporting Management of 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 building 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 on a daily basis.
. Develops specific goals and plans to prioritize, organize, and accomplish your work.
. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating 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 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 evaluating results to choose the best solution and solve problems.
. Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
. 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.

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