Position directs and works with managers and employees to carry out procedures
ensuring an productive check in and check out process. Ensures guest and employee
satisfaction and maximizes the financial performance of the department.
CANDIDATE PROFILE
Education and Experience
• High school diploma, GED or equivalent degree; 1 year 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
Maintaining 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.
• Supervises staffing levels to ensure that guest service, operational needs and
financial objectives are met.
• Understands the impact of department’s operations on the overall property
financial goals and objectives and manages to achieve or exceed goals.
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.
• Serving as a role model to demonstrate appropriate behaviors.
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.