Responsible for all front office functions and staff. Areas of
responsibility include Guest Services/Front Desk, Valet,
Housekeeping, Spa and Engineering as applicable. As a department
head, this role directs and works with managers and employees to
successfully execute all front office operations, including guest
arrival and departure procedures. Strives to continually improve
guest and employee satisfaction and maximize the financial
performance of the department.
Utilizes interpersonal and communication skills to lead,
influence, and encourage others; advocates sound financial/business
decision making; demonstrates honesty/integrity; leads by
Encourages and builds mutual trust, respect, and cooperation
among team members.
Serves as a role model to demonstrate appropriate behaviors.
Establishes and maintains open, collaborative relationships with
Communicates performance expectations in accordance with job
descriptions for each position and monitors' progress.
Celebrates successes and publicly recognizes the contributions
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
Conducts department meetings and continually communicates a
clear and consistent message regarding the Front Office goals to
produce desired results.
Reviews staffing levels to ensure that guest service,
operational needs and financial objectives are met.
Manages department controllable expenses to achieve or exceed
Ensures compliance with all Front Office policies, standards and
Ensures property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Standard Operating Procedures.
Ensuring Exceptional Customer Service at all times.
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.
Displays leadership in guest hospitality, exemplifies excellent
customer service, and creates a positive atmosphere for guest
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Reviews comment cards, guest satisfaction results and other data
to identify areas of improvement.
Identifies the developmental needs of others and coaching,
mentoring, or otherwise helping others to improve their knowledge
Establishes challenging, realistic and obtainable goals to guide
Room Operations and performance.
Solicits employee feedback, utilizes an open door policy, and
reviews employee satisfaction results to identify and address
employee problems or concerns.
Ensures employees are treated fairly and equitably.
Identifies and analyzes Rooms Operational challenges and
facilitates the development of solutions to prevent