• High school diploma or GED; 2 years experience in the 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 building mutual trust, respect, and cooperation among team members. 

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.  

• Ensures employee recognition is taking place on all shifts.  

• Establishes and maintains open, collaborative relationships with employees.                 

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals   

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.                 

• Develops specific goals and plans to prioritize, organize, and accomplish your work.                 

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.                 

• Strives to improve service performance.  

• Collaborates with the Front Office Manager on ways to continually improve departmental service.  

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results. 

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. 

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

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 

• Implementing the customer recognition/service program, communicating and ensuring the process.                 

• Ensures compliance with all Front Office policies, standards and procedures.                 

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.                 

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

• Functions in place of the Front Office Manager in his/her absence. 

• Communicates critical information from pre- and post-convention meetings to the Front Office staff. 

• Participates in department meetings. 

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