• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
• 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.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Ensures compliance with all Front Office policies, standards and procedures.
• 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.
• 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.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.