Mission: Oversees front desk operations and supports the supervision of the Front Office team, ensuring all team members are fully trained, engaged, and well-informed to anticipate guest needs and deliver a seamless, personalized, and memorable experience. Drives service excellence standards from pre-arrival through check-out, fostering a culture of hospitality, attention to detail, and proactive problem resolution to consistently exceed guest expectations and enhance overall satisfaction and loyalty.
Job Description:
* Responsible for the overall front desk operation.
* Assists FOM in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process within the department.
* Acts as a Duty Manager and reports accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
* Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
* Anticipate and address guests' service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.
* 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 building mutual trust, respect, and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supports all day-to-day operations.
* Understands employee positions well enough to perform duties in employees' absence.
* Coaches, counsels and encourages employees.
* Handles employee questions and concerns.
* Supports all areas of the Front Office in the absence of the Front Office Manager.
* Guides daily Front Desk shift operations.
* Manages 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, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
* Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises 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.
* Assists FOM to Keep the team focus on the goal; Motivates the team by creating incentives /Challenges.
Would you like to be part of the Pine Cliffs Resort team? Apply Now!