- Utilize strong interpersonal and communication skills to lead, influence, and motivate team members with integrity and transparency
- Foster an inclusive, collaborative environment built on mutual trust, respect, and cooperation among all team members
- Serve as a role model, demonstrating professional behaviors and a customer-focused mindset
- Supervise, manage, and support employees through coaching, mentoring, and constructive feedback
- Establish clear performance expectations aligned with job descriptions and monitor progress consistently
- Recognize and celebrate team member contributions and successes publicly and privately
- Conduct regular department meetings to communicate goals, expectations, and operational updates
**Managing Front Office Operations and Goals**
- Oversee all front office functions, including guest check-in/check-out procedures, reservations, and guest services
- Achieve and exceed departmental performance goals, budget targets, and guest satisfaction metrics
- Develop and implement specific action plans to prioritize work and accomplish operational objectives
- Maintain focus on critical operational components that drive guest satisfaction and financial results
- Review staffing levels regularly to ensure adequate coverage while meeting operational and financial objectives
- Analyze front office operations and their impact on overall property performance and revenue goals
- Ensure quality standards and guest service expectations are consistently met on a daily basis
**Ensuring Exceptional Customer Service**
- Provide services that exceed guest expectations, fostering satisfaction and loyalty
- Display leadership in guest hospitality and exemplify excellent customer service in all interactions
- Respond promptly and professionally to guest concerns, complaints, and special requests
- Create a positive, welcoming atmosphere conducive to an outstanding guest experience
- Observe employee service behaviors and provide constructive feedback to improve service delivery
- Communicate guest needs and feedback to relevant departments to enhance overall property operations
**Managing Policies, Procedures, and Compliance**
- Ensure strict compliance with all front office policies, standards, and standard operating procedures (SOPs)
- Administer property policies fairly and consistently across all team members
- Follow disciplinary procedures and documentation requirements in accordance with established protocols
- Maintain transparency in all operational and personnel decisions
**Talent Development and Culture**
- Identify developmental needs of team members and provide coaching, mentoring, and support for skill improvement
- Solicit employee feedback through an open-door policy and address concerns with empathy and professionalism
- Interview and hire qualified managers and team members in a timely manner to meet operational needs
- Ensure fair and equitable treatment of all employees
- Foster an inclusive workplace culture that values diversity and collaboration
**Additional Responsibilities**
- Communicate relevant information to supervisors, colleagues, and team members via phone, email, or in person
- Analyze operational challenges and facilitate the development of solutions to prevent future issues
- Prepare reports and provide updates on front office performance, metrics, and initiatives
- Complete additional tasks as assigned by senior management