Front Desk / Hospitality Trainer (Travel Required)

About the role

Average travel required is 25%. The position offers a competitive salary of $65,000 annually, plus a car allowance, phone allowance, and benefits package.

Job Responsibilities

• Perform functions to act as liaison between the corporate Residential Hospitality Team and assigned properties.
• Supervise and lead a team of Area Specialists.
• Facilitate and support the needs of the properties, guided by precedent and working within the limits of established policy.
• Hire, train and develop Area Specialist team.
• Serve as liaison and internal consultant with Property Managers and Residential Hospitality Team Leaders to ensure the goals and needs of the property, company and its customers are consistently met.
• Develop a pipeline of Area Specialists for properties by sourcing candidates through various recruiting channels, including referrals, job fairs and virtual events.
• Prioritize, assign, schedule and review Paycor for discrepancies including bookings for more than 30 days, double bookings and for improper use by on-site associates.
• Aid in the creation of property specific training and the creation and implementation of new training content including, but not limited to, Residential Hospitality SOP’s, Emergency Procedures, Service Standards and Inspiring Excellence.
• Conduct Front Desk portion of new hire orientation for new Front Desk associates.
• Assist in the creation of the Residential Hospitality Program by launching it, ensuring weekly meetings are conducted and that updates are communicated.
• Check work and monitor quality of Residential Hospitality services provided.
• Update and maintain Master Schedule and payroll for assigned team.
• Provide direction and assist in the investigation and resolution of internal and external problems and concerns.
• Track and communicate goals for individual and department performance.
• Conduct quality assurance observations with onsite associates.
• Review observations with Leadership identifying current and possible issues, inconsistencies, and suggest appropriate corrective procedures.
• Assist sales team with presentations and any new business opportunities.
• Oversee and participate in all aspects of start-ups for new properties from start to finish.
• Assist team with hiring, training for new associates, creation of shadowing schedules, if needed and binders.
• Communicate with RD and VP on a weekly basis.
• Schedule constant coverage for initial period and ensure staff are aware of and comply with company and customer regulations, policies, work procedures and instructions.
• Contribute to the documentation of Standard Operating Procedure and maintain existing procedures.
• Attend trainings and meetings, as scheduled.
• Establish and maintain open communication with internal and external customers.

Essential Duties & Responsibilities

• Hire, train and develop Area Specialist team.
• Supervise the daily functions of team within assigned portfolio while maintaining standards of excellence for processes, methods and personnel.
• Serve as liaison and internal consultant with Property Managers and Residential Hospitality Team Leaders to ensure the goals and needs of the property, company and its customers are consistently met.
• Develop a pipeline of Area Specialists for properties by sourcing candidates through various recruiting channels, including referrals, job fairs and virtual events.
• Prioritize, assign, schedule and review Paycor for discrepancies including bookings for more than 30 days, double bookings and for improper use by on-site associates.
• Aid in the creation of property specific training and the creation and implementation of new training content including, but not limited to, Residential Hospitality SOP’s, Emergency Procedures, Service Standards and Inspiring Excellence.
• Conduct Front Desk portion of new hire orientation for new Front Desk associates.
• Assist in the creation of the Residential Hospitality Program by launching it, ensuring weekly meetings are conducted and that updates are communicated.
• Check work and monitor quality of Residential Hospitality services provided.
• Update and maintain Master Schedule and payroll for assigned team.
• Provide direction and assist in the investigation and resolution of internal and external problems and concerns.
• Track and communicate goals for individual and department performance.
• Conduct quality assurance observations with onsite associates.
• Review observations with Leadership identifying current and possible issues, inconsistencies, and suggest appropriate corrective procedures.
• Assist sales team with presentations and any new business opportunities.
• Oversee and participate in all aspects of start-ups for new properties from start to finish.
• Assist team with hiring, training for new associates, creation of shadowing schedules, if needed and binders.
• Communicate with RD and VP on a weekly basis.
• Schedule constant coverage for initial period and ensure staff are aware of and comply with company and customer regulations, policies, work procedures and instructions.
• Contribute to the documentation of Standard Operating Procedure and maintain existing procedures.
• Attend trainings and meetings, as scheduled.
• Establish and maintain open communication with internal and external customers.

Education & Experience

• Associate’s Degree in Business or Hospitality or related field from an accredited college or university, and three years of related experience; or equivalent combination of education and experience.
• Previous supervisory experience preferred.

Knowledge, Skills & Proficiencies

• Excellent customer service skills.
• Strong organization, motivation, leadership, supervisory and interpersonal skills.
• Proven critical thinking, problem solving, and decision making abilities.
• Strong verbal and written communication skills.
• Fluency in multiple languages is highly preferred.
• Detail oriented and strong organizational and multi-tasking skills.
• Ability to adapt to different situations and environments.
• Ability to respond to emergencies and callouts in a timely manner.
• Strong proficiency in Windows and Microsoft Office, including but not limited to Word, Excel and Outlook.
• Proficiency researching the Internet.
• Ability to work in a team environment as well as independently and be self-driven.
• Ability to learn and possess knowledge of multi-building operations.
• Follow all policies and Standard Operating Procedures as instructed by Management.