Serves as the property Manager on Duty and oversees all property operations,
ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest related situation. Manages
the flow of questions and directs guests within the lobby. Serves as Guest
Relations Manager and handles the tracking of service issues.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 2 years experience in the guest services, front
desk, or related skilled 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
Leading Guest Services Teams
• 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.
• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees'
absence.
• Celebrates successes and publicly recognizes the contributions of team
members.
• Establishes and maintains open, team-oriented relationships with employees and
ensures employees do the same within the team.
Maintaining Guest Services and Front Desk Goals
• 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.
• Maintains a solid working relationship with all departments to support
property operations and goals and to expedite the resolution of any problems
that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as nee