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Entry level management position that is 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. 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 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. • Participates in department meetings and continually communicates a clear and consistent message regarding the front desk goals to produce desired results. • Strives to improve service performance. • Supervises staffing levels to ensure that 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 the 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 • Implementing 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 the proper supplies and uniforms. • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Supporting handling of human resource activities • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Providing 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, or in person. • Analyzes information and evaluates results to choose the best solution and solve problems. • Informs and updates the executives, the peers and the 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.