JOB BRIEF
Responsible for all front office functions and staff. Areas of responsibility include Guest Services/Front Desk, Concierge, Guest Relations as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
DUTIES AND RESPONSIBILTIES
Leading Guest Services Team
• Serve as a role model to demonstrate appropriate behaviors.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Communicate performance expectations in accordance with job descriptions for each position and monitors progress.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Ensure recognition of employees is taking place across areas of responsibility.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Supervise and manages employees. Manage all day- to- day operations. Understand employee positions well enough to perform duties in employees&039; absence.
Maintaining Guest Services and Front Desk Goals
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Manage department controllable expenses to achieve or exceed budgeted goals.
• Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
• Manage day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Managing Projects and Policies
• Ensure compliance with all Front Office policies, standards and procedures.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Hotel Standards and Policies.
Ensuring Exceptional Customer Service
• Display leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Supervise and manages employees. Managing all day- to- day operations. Understanding employee positions well enough to perform duties in employees&039; absence.
• Review comment cards, guest satisfaction results and other data to identify areas of improvement.
• Act as the "Service Model" for the Front Office and creates a positive atmosphere for guest relations.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Observe service behaviors of employees and provide feedback to individuals and/or other managers.
• Respond to and handle guest problems and complaints.
• Provide services that are above and beyond for customer satisfaction and retention.
Managing and Conducting Human Resource Activities
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Manage employee progressive discipline procedures for Front Office Personnel.
• Administer the performance appraisal process for direct report managers.
• Establish challenging, realistic and obtainable goals to guide operation and performance.
• Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Ensure employees are treated fairly and equitably.
Other Responsibilities
• Analyze information and evaluating results to choose the best solution and solve problems.
• Inform and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Perform any tasks assigned by Management.
