Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
Represents property management in resolving any guest related situation Manages the flow of questions and directs guests within the lobby Serves as Guest Relations Manager and handles the tracking of service issues
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 2 years 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
Leading Guest Services Teams
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound ficial/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
Supervises and manages employees
Manages all day-to-day operations Understands employee positions well enough to perform duties in employees absence
Celebrates successes and publicly recognizes the contributions of team members
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Maintaining Guest Services and Front Desk Goals
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
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
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
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
Comprehends budgets, operating statements and payroll progress reports as needed to assist in the ficial management areas of department
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
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Serves as a leader in displaying outstanding hospitality skills
Sets a positive example for guest relations
Responds to and handles guest problems and complaints
Empowers employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Strives to improve service performance
Provides immediate assistance to guests as requested
Ensures employees understand customer service expectations and parameters
Participates in the development and implementation of corrective action plans to improve guest satisfaction
Implementing Projects and Policies
Implements the customer recognition/service program, communicating and ensuring the process
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
Manages payroll administration
Conducting Human Resource Activities
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
Participates in employee progressive discipline procedures
Uses all available on the job training tools for employees
Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns
Supervises on-going training initiatives and conducts training when appropriate
Participates in the employee performance appraisal process, providing feedback as needed
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 updates the executives, the peers and the subordinates on relevant information in a timely manner
Maintains high visibility in public areas during peak times
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
Performs Front Desk duties in high demand times
