Overnight Assistant Front Desk Manager

CORE WORK ACTIVITIES

• Supports management of front desk team by utilizing interpersonal and communication skills to lead, influence, and encourage others; advocating sound financial/business decision making; demonstrating honesty/integrity; leading by example.
• Encourages and builds mutual trust, respect, and cooperation among team members; serves as a role model to demonstrate appropriate behaviors; understands employee positions well enough to perform duties in employees' absence; handles employee questions and concerns; supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager; supports daily Front Desk shift operations.
• Supports progress toward guest services and front desk goals by supporting 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 work; handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates 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; observes staffing levels to ensure that guest service, operational needs, and financial objectives are met; supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates; supports 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.
• Ensures exceptional customer service by providing 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; encourages 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.
• Supports projects and policies by supporting implementation of customer recognition/service programs, 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.
• Supports handling of human resource activities by identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills; provides 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; supports 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, e-mail, or in person; analyzes information and evaluates results to choose the best solution and solve problems; informs and/or 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.