Front Desk Manager - Executive Level

POSITION SUMMARY

DUTIES & RESPONSIBILITIES

General Activities

1. Exceeding Customer Expectations
   
   
   
   • Providing services that are above and beyond for customer satisfaction and retention.
   
   


2. 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.
   
   


3. Improving Service
   
   
   
   • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
   
   


4. Developing and building teams
   
   
   
   • Encouraging and building mutual trust, respect and cooperation among team members.
   
   


5. Demonstrating appropriate behaviors
   
   
   
   • Serving as a role model to demonstrate appropriate behaviors.
   
   


6. Supervising Associates
   
   
   
   • Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.
   
   


7. Communicating with Supervisors, Peers or Subordinates
   
   
   
   • Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.
   
   


8. Making Decisions and Solving Problems
   
   
   
   • Analyzing information and evaluating results to choose the best solution and solve problems.
   
   


9. Managing Daily Operations of the Area or Department
   
   
   
   •  Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.
   
   


10. Coaching and Developing Others
    
    
    
    • Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.
    
    


11. Guiding, Directing, and motivating Subordinates
    
    
    
    • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
    
    


12. Communicating Information Timely
    
    
    
    • Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
    
    


13. Organizing, Planning and prioritizing Work
    
    
    
    • Developing specific goals and plans to prioritize, organize, and accomplish your work.
    
    


14. Resolving Conflicts and Negotiating with Other
    
    
    
    • Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
    
    


15. Monitoring and Communicating Customer Recognition/Service
    
    
    
    • Implementing the customer recognition/service program. Communicating and ensuring process.
    
    

Specific Tasks

1. Responds to and handles guest problems and complaints


2. Sets a positive example for guest relations


3. Empowers associates to provide excellent customer service


4. Observes service behaviors  of associates and provides feedback to individuals


5. Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.


6. Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates


7. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction


8. Supervises same day selling procedures to maximize room revenue and control hotel occupancy


9. Supervises daily Club Floor shift operations and ensures compliance with all policies, standards and procedures


10. Ensures associates understand customer service expectation and parameters


11. Brings issues concerning associates satisfaction to the attention of the department manager and Human Resource


12. Performs all duties at the Club Lounge/Desk as necessary


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


14. Assist as needed in the interviewing and hiring of associate team members with the appropriate skills


15. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team


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


17. Ensure 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)


18. Supervises all areas of the Front Office in the absence of the Front Office Manager


19. Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and procedures desired result


20. Run Club Lounge/Desk shifts whenever necessary


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


22. Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results


23. Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals


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


25. Participate in associate progressive discipline procedures

Other

• Performs other duties as assigned to meet the business need