Job Summary: Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Requirements:

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities:

Maintaining Guest Services and Front Desk Goals:

• Oversee daily operations, ensuring quality and customer satisfaction.
• Develop and prioritize goals to stay organized and efficient.
• Handle complaints, disputes, and resolve conflicts.
• Manage staffing to meet service, operational, and financial goals.
• Communicate regularly with staff to align with business objectives and recognize performance.

Supporting Management of Front Desk Team:

• Lead and influence the team with strong communication skills.
• Foster trust, respect, and cooperation among team members.
• Act as a role model and manage day-to-day operations, stepping in when needed.
• Build collaborative relationships and supervise the Front Office in the absence of senior managers.

Ensuring Exceptional Customer Service:

• Deliver exceptional service to ensure customer satisfaction and retention.
• Communicate guest needs, provide guidance, and coach employees.
• Address guest complaints and gather feedback on service quality.
• Empower staff to deliver excellent customer service and continually improve.

Managing Projects and Policies:

• Implement and monitor customer recognition programs and credit policies.
• Supervise daily Front Desk operations, ensuring compliance with policies and procedures.
• Administer property policies fairly and support disciplinary processes.

Supporting Human Resource Activities:

• Mentor and support employee development and address satisfaction concerns.
• Assist with hiring and provide appropriate new hire training.
• Participate in employee discipline procedures as needed.

Additional Responsibilities:

• Communicate information effectively to supervisors and team members.
• Analyze issues, choose the best solutions, and solve problems.
• Run Front Desk shifts and participate in departmental meetings to ensure consistent messaging and goal achievement.

Required Skills:

Required Education: High school diploma or GED

Work Hours: 8 Hours a Day

Experience in Months: 24

Education and Experience