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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