Responsible for the supervision and management of Front Services to promote quality performance and guest satisfaction. Coordinates and executes luggage handling and delivery processes to meet the needs and requirements of group, meeting and transient guests. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. 1 year supervisory experience in related area.

OR

• Bachelor's degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area. 1 year supervisory experience in related area.

CORE WORK ACTIVITIES

Managing Front Services Operations

• Supervises and manages employees and day-to-day operations of the Front Services.

• Coordinates and executes luggage handling and delivery processes to meet the needs and requirements of group, meeting and transient guests.

• Understands employee positions well enough to perform duties in employees' absence.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Serves as a role model to demonstrate appropriate behaviors.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Maintains complete knowledge of property features and services, including hours of operations, hotel restaurant concepts, menu price range, dress code and ambience, hotel room types, numbers, hotel top repeat guests, rate programs, packages and scheduled daily events and activities.

• Verifies staff is knowledgeable about rates, packages and promotions available.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Responsible for Manager On Duty coverage as needed.

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.

• 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 quality of product, service levels and overall satisfaction.

• Ensures employees understand customer service expectations and parameters.

• Interacts with guests to obtain feedback on product quality and service levels.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Participates in employee progressive discipline procedures.

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 updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.