AsstMgr-Front Desk

JOB SUMMARY

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 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 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