Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
CORE WORK ACTIVITIES
Supporting Management of Front Desk Team
* 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 building mutual trust, respect, and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supports all day-to-day operations.
* Understands employee positions well enough to perform duties in employees' absence.
* Coaches, counsels and encourages employees.
* Handles employee questions and concerns.
* Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
* Guides daily Front Desk shift operations.
* Communicates performance expectations to employees in accordance with job descriptions for each position.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Develops specific goals and plans to prioritize, organize, and accomplish your work.
* Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
* Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
* Strives to improve service performance.
* Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same day selling procedures to maximize room revenue and property occupancy.
* Understands the impact of Front Desk operations on the overall property financial goals and objectives.
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.
* Sets a positive example for guest relations.
* Empowers employees to provide excellent customer service within guidelines.
* Handles guest problems and complaints seeking assistance from supervisor as necessary.
* Interacts with guests to obtain feedback on product quality and service levels.
Job Details
| Date Posted: | 2013-11-02 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Support Services |
| Company Industry: | Hospitality/Tourism/Travel |
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