Job Summary

Helps the Front Office Manager run the front office and oversee staff every day.

The front office has the Bell/Door Staff, the Switchboard, and the Guest Services/Front Desk Position oversees and works with managers and employees to make sure that protocols are followed, which speeds up the check-in and check-out process Makes sure that guests and employees are happy and that the department makes the most money possible

Responsibilities, Roles, and Duties

Keeping up with Guest Services and Front Desk Goals

Runs the business on a daily basis, making sure that the quality, standards, and client expectations are always met
Makes detailed goals and strategies to help you focus, organize, and finish your work
Deals with complaints, settles disagreements, and resolves issues and conflicts, or negotiates with other people
Makes sure that the right number of people is available to meet the needs of guests, operations, and finances
Makes sure that employees are regularly communicating with each other to make them aware of business goals, set expectations, recognize performance, and get the results they want
Knows how the department's work affects the property's overall financial goals and objectives and is able to meet or surpass those goals

Helping the Front Desk Team's Management

Uses social and communication skills to lead, persuade, and motivate others; supports good business and financial decisions; shows honesty and integrity; and sets a good example
Encourages team members to trust, respect, and work together with each other
Setting an example for others by showing them how to act
Oversees and directs workers In charge of all daily operations Understands the roles of employees well enough to do their jobs when they are not there
Builds and keeps open, cooperative relationships with employees and makes sure that employees do the same within the team
In the absence of the Front Office or Assistant Front Office Manager, they are in charge of all sections of the Front Office

Making Sure Customers Get Great Service

Offers services that go above and beyond to keep customers happy and coming back
Makes service better by talking to people and helping them understand what guests need, giving them advice, comments, and one-on-one coaching when necessary
Deals with and responds to problems and complaints from guests
Sets a good example for how to treat guests
Gives staff the tools they need to give great customer service
Watches how employees treat customers and gives them comments
Talks to consumers to get their thoughts on the quality of the product, the level of service, and their overall contentment
Makes sure that employees know what is expected of them when it comes to customer service
Talks to guests to get their thoughts on the quality of the products and the level of service
Stresses guest satisfaction at all departmental meetings and works to make things better all the time

Running Projects and Policies

Puts the customer recognition/service program into action, making sure that everyone knows about it and follows it
Teaches employees how to follow all credit rules and regulations to cut down on bad debts and rebates
Oversees same-day selling procedures to make the most money from rooms and keep track of how many people are staying at the property
Makes sure that all policies, standards, and procedures are followed during the daily Front Desk shift
Makes sure that property policies are enforced fairly and consistently, that disciplinary actions and paperwork are done according to Standard and Local Operating Procedures (SOPs and LSOPs), and that the Peer Review Process is supported

Helping with Human Resource Activities

Helps people grow by coaching, mentoring, or otherwise helping them learn new things or becoming better at what they already know
Asks employees for feedback, has a "open door" culture, and looks at the outcomes of employee satisfaction surveys to find and fix problems or concerns that employees have
Tells the department manager and Human Resources about problems that affect employee happiness
Helps out as needed with interviewing and hiring team members who have the right capabilities
Helps run a departmental orientation program so that new hires have the right training to do their jobs well
Takes part in the process of progressive disciplining for employees

More Duties

Gives information to bosses, coworkers, and subordinates over the phone, in writing, by email, or in person
Looks at data and figures out the best way to tackle problems by looking at the findings
Gives the executives, peers, and subordinates relevant information in a timely manner
Does all the work that has to be done at the Front Desk
Works at the Front Desk when needed
Attends meetings for the department and keeps the Front Desk goals clear and consistent in all communications in order to get the results that are wanted