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Qualifications
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High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area
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2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area
Responsibilities
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Responsible for all front office functions and staff
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Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable
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As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures
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Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department
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Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
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Encourages and builds mutual trust, respect, and cooperation among team members
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Serves as a role model to demonstrate appropriate behaviors
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Supervises and manages employees
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Manages all day-to-day operations
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Understands employee positions well enough to perform duties in employees' absence
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Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
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Ensures recognition of employees is taking place across areas of responsibility
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Communicates performance expectations in accordance with job descriptions for each position and monitors progress
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Celebrates successes and publicly recognizes the contributions of team members
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Maintaining Guest Services and Front Desk Goals
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Achieves and exceeds goals including performance goals, budget goals, team goals, etc
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Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
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Develops specific goals and plans to prioritize, organize, and accomplish your work
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Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
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Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
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Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
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Understands the impact of Front Office operations on the Rooms area and overall property financial goals
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Manages department controllable expenses to achieve or exceed budgeted goals
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Managing Projects and Policies
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Ensures compliance with all Front Office policies, standards and procedures
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Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
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Provides services that are above and beyond for customer satisfaction and retention
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Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
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Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations
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Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
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Strives to improve service performance
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Empowers employees to provide excellent customer service
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Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
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Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
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Responds to and handles guest problems and complaints
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Observes service behaviors of employees and provides feedback to individuals and/or managers
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Managing and Conducting Human Resource Activities
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Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
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Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
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Establishes challenging, realistic and obtainable goals to guide operation and performance
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Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns
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Ensures employees are treated fairly and equitably
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Manages employee progressive discipline procedures for Front Office Staff
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Administers the performance appraisal process for direct report managers
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Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
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Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
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Analyzes information and evaluating results to choose the best solution and solve problems
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Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
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Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence
Benefits
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*relocation assistance available**
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*$85,000.00-$90,000.00/year plus bonus**