AsstMgr-Front Desk

Job Summary

Entry level management position 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 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 builds 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 quality, standards, and meeting customer expectations daily.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Participates in department meetings and continually communicates a clear and consistent message regarding Front Desk goals to produce desired results.
• Strives to improve service performance.
• Supervises staffing levels to ensure 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 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

• Implements 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 proper supplies and uniforms.
• Assists in the use of a guest information tracking system to ensure a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifies developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Provides 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 evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and 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.