Assistant Guest Services Manager

Overview Objective:

Reporting to the Director of Rooms, the Front Office Manager is responsible for overseeing and managing the day-to-day operations of Front Office Departments. As a key member of the leadership team, the Assistamt Front Office Manager will lead to provide exceptional, knowledgeable, personal, and dedicated service for our guests and associates.

Qualities:

· Professional attitude and appearance

· Detail oriented

· Enjoys serving the public

· Flexible, energetic and able to maintain a positive attitude

Skills/Requirements:

Strong communication, leadership and organizational skills

Excellent customer service and problem resolution along with ability to coach associates

Passionate in the development of our people

Customer service oriented with a commitment and dedication to improving guest experience

Ability to set front office priorities through effective planning and organization

Energetic, reliable, flexible and hands on individual who works well under pressure

Must have minimum 3 year’s of experience as a Front Desk Supervisor

Responsibilities:

Motivate, lead and encourage the entire Rooms team to generate positive results in guest experience, financial goals and associate satisfaction.

Interview, hire, supervise and counsel Guest Service Agents and Night Auditors in the efficient operation of their respective areas.

Ensure all new hires have brand training completed in a timely manner

Ensure CBA is followed and a sound working relationship with the Union is maintained.

Includes ongoing training and coaching with Human Resources to ensure disciplinary process and performance management is consistent and effective

Create a CARE service culture in the hotel and maximize the Guest Service Index.

Maximize Cultural Spirit Index through strong leadership and practicing effective HR policies and practices.

· Promote and encourage inter-departmental cooperation and communication to improve customer service and overall satisfaction.

· Completion and review of daily report package.

Further Duties and Responsibilities:

· Onboarding of all new Front Office Associates acting as a mentor and coach throughout

· Lead, own and document monthly department carevesations.

· In Co-ordination with Director of rooms take on a role of responding to Salt reviews.

· Manage, maintaining/improving SALT and Revinate scores for Overall Departure, Overall Pre-arrival, Delivery of Cookie, Delivery of Honor’s benefits and Welcomed as Honor’s member.

· Manage and maintain Front Desk productivity

o Continual review of checklist and modifying as needed

o Implement and maintain Quarterly incentive program for front desk department

o Hold individual associates accountable and ensure a full understanding of the Hotel’s expectations and performance standards

· Conduct and document weekly conversations and info sharing with Front Office team to discuss Salt, procedure changes and any other team relevant topics.

· Conduct shift change over meetings and review of shift change report and pass over report

Work Location: In person