Job Description

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department. Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention. Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members. Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors. Achieving/Exceeding Goals - Achieving and exceeding goals including performance goals, budget goals, team goals, etc. Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems. Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. Setting Goals - Establishing challenging, realistic and obtainable goals to guide operation and performance. Supervising Associates - Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates\' absence. Managing Daily Operations of the area or department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work. JOB SPECIFIC TASKS Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Ensures compliance with all Front Office policies, standards and procedures. Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. Acts as the \'Service Champion\' for the Front Office and creates a positive atmosphere for guest relations. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Solicits associate feedback, utilizes an \'open door\' policy, and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably. Strives to improve service performance. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Empowers associates to provide excellent customer service. Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals. Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. Ensures recognition of associates is taking place across areas of responsibility. Communicates performance expectations in accordance with job descriptions for each position and monitors progress. Manages associate progressive discipline procedures for Front Office Staff. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Administers the performance appraisal process for direct report managers. Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Celebrates successes and publicly recognizes the contributions of team members. Responds to and handles guest problems and complaints. Observes service behaviors of associates and provides feedback to individuals and/or managers. Manages department controllable expenses to achieve or exceed budgeted goals. Ensures hotel 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.

foundit