* Performs all duties at the Front Desk as necessary. * Run the perfect shift, utilizing hourly checklists and the management checklist or calendar for success. * Maintains cleanliness and organization. * Maintains the hotel’s sundries or gift shop. * Facilitates high-powered preshifts. * Ensures daily procedures meet or exceed those audited in the brand standards audit, the WL internal audit, and the WL safety audit. * Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. * Empowers employees to provide excellent customer service. * Observes service behaviors of employees and provides feedback to individuals. * Ensures department delivers brand service standards and lives the WL Service Pledge. * Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. * Supervises same day selling procedures to maximize room revenue and control property occupancy. * Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. * Responds to and handles guest problems and complaints. * Takes immediate actions on problems that are encountered in the Hotel. * Sets a positive example for guest relations. * Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. * Ensures employees understand customer service expectations and parameters. * Models and coaches brand service standard and the White Lodging Service Pledge. * Ensues the department follows appropriate service recovery mechanisms (Guestware, Star-Guest, Service Recovery Log). * Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. * Interacts with guests to obtain feedback on product quality and service levels. * Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. * Analyzes information and evaluating results to choose the best solution and solve problems. * Facilitates departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. * Completes AES impact plan; remains current on Q12 results and creates an environment of maximum associate engagement. * Has full knowledge and understanding of our company’s handbook, SOP’s and processes; adheres to and enforces those in a fair and consistent manner. * Participates in employee progressive discipline procedures; ensures a "firm, fair, consistent" atmosphere. * Participates and conducts Weekly Leadership Team meetings, property MOD program, and weekly staff meetings * Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns. * Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. * Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. * Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. * Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. * Maintains Kronos and payroll processing and tracking. * Performs all ordering. * Promotes teamwork and associate morale. * Ensures staff receives timely and effective orientation certification training, rex, rap, and review. * Completes accident investigations. * Completes incident accident reports. * Ensures all staff can perform roles in an emergency situation.Key Accountabilities * GSS: Ensure goals are met for all guest service related measures. * Selling Program * Associate Relations: AES plans and actions implemented and measured.
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