.JOB SUMMARYAssists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.CANDIDATE PROFILEEducation and ExperienceHigh school diploma or GED; 2 years of experience in guest services, front desk, or a related professional area.OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.CORE WORK ACTIVITIESMaintaining Guest Services and Front Desk GoalsManages day-to-day operations, ensuring quality standards and meeting customer expectations daily.Develops specific goals and plans to prioritize, organize, and accomplish work.Handles complaints, settles disputes, resolves grievances and conflicts, or negotiates with others.Supervises staffing levels to ensure guest service, operational needs, and financial objectives are met.Ensures regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and produce desired results.Understands the impact of department operations on the property's financial goals and objectives and manages to achieve or exceed goals.Supporting Management of Front Desk TeamUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.Encourages and builds mutual trust, respect, and cooperation among team members.Serving as a role model to demonstrate appropriate behaviors.Supervises and manages employees, understands employee positions well enough to perform duties in employees' absence.Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.Ensuring Exceptional Customer ServiceProvides 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.Responds to and handles guest problems and complaints.Sets a positive example for guest relations.Empowers employees to provide excellent customer service.Observes service behaviors of employees and provides feedback to individuals.Interacts with customers to obtain feedback on product quality and service levels.Ensures employees understand customer service expectations and parameters
