Overnight Front Desk Manager

CORE WORK ACTIVITIES

• Supports management of Front Desk Team
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• 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
• Supports 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, settles disputes, and 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
• 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
• 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
• Supports implementation of customer recognition/service programs, communicating and ensuring the process
• 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
• Identifies 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
• Sustains 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