Managing Front Office Operations
* 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.
* Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
* Ensures recognition of employees is taking place across areas of responsibility.
* Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
* Celebrates successes and publicly recognizes the contributions of team members.
* Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
* Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
* Ensures brand and WL standards are met in the Front Office area.
* Ensure night auditor has the necessary skills to carry out the Front Desk procedures.
* Knows, demonstrates, and coaches brand service strategy.
* Facilitates pre-shifts and meetings.
* Keeps front lobby entrance spotless.
* Communicates with housekeeping.
* Assists housekeeping with heavy turn days.
* Carry out the WL Way.Managing Departmental Costs
* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Anticipates business levels to ensure staffing and procedures meet business demands.
* Reallocates Front Office resources to accommodate nights, weekends, holidays, etc.
* Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
* Manages department controllable expenses to achieve or exceed budgeted goals.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.
* Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
* Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
* Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
* Strives to improve service performance.
* Empowers employees to provide excellent customer service.
* Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
* Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
* Responds to and handles guest problems and complaints.
* Observes service behaviors of employees and provides feedback to individuals and/or managers.
* 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.
* Establishes challenging, realistic and obtainable goals to guide operation and performance.
* Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.Conducting Human Resources Activities
* Ensures employees are treated fairly and equitably.
* Manages employee progressive discipline procedures for Front Office Staff.
* Administers the performance appraisal process for direct report managers.
* Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
* Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
* Analyzes information and evaluating 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.
* Kronos administration.Key Accountabilities
* Guest Service Scores - ensure goals are met for all guest service related measurements
* Department Budget - Meet budgeted wages and general expenses
* Associate Relations - Delivers on Q12 from Associate Engagement Survey, including developing and implementing action plans
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