• 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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