Front Desk Team Leader - HDG Hotels

SUMMARY:

This position requires minimal supervision. The individual is responsible for exercising independent judgment to manage the daily operations related to optimally operating the Front Desk. This employee understands, appreciates, and embraces the HDG vision, mission, and values. As a leader, one must be a self-starter and understand the position requires 24-hour availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Training, mentoring, and supervising front desk staff
• Handling customer complaints and queries
• Promoting and marketing the business
• Meeting with each Front Desk Team Member in the department's primary work area to check- in with team members within different divisions of the property
• Perform administrative duties in the office such as correcting/confirming time cards, and following up on Front Desk assigned brand or HDG operational checklists and training.
• Communicate daily with team members as appropriate to maintain exceptional service level for guests and within the team
• Inspect "back of house" areas to ensure brand and company standards are being met.
• Walk/be present on the property, especially during shift changes, to ensure daily priorities are communicated, which will equip individuals and the team for success

ATTENDANCE:

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Designs workflows and procedures.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations.
• Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal

• Internal and External Customer Service - Manages difficult or emotional situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.

Leadership

• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Includes staff in planning weekly schedules, (HLO, approved by GM) decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Makesself-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve front desk Team skills.
• Create a work environment that is respectful of diversity, minimizes turnover and cultivates a culture of leadership development.

Organization

• Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals; Analyzes market and completion and adapts strategy to changing conditions.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures.
• Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting, with minimal or no advance notice, to changes in how business is conducted and work is accomplished, with no diminishment in work performance.
• Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.

RESPONSIBILITIES:

Directly supervises employees in the Front Desk, Responsibilities training Front Desk Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and thegeneral public.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint).

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job and all other jobs within the hotel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate but can vary. Professional attire and groomed appearance.

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