Consistently offer professional, friendly and engaging service
You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
You assist the Director of Rooms in all aspects of the department and ensure service standards are followed
You will be the head of department for Concierge, Bellman and Doorman
You will be considered the Forbes trainer for the Front Office Department
You are able to manage the operation and make decisions in the absence of senior leadership
You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
You promote a positive work environment for the optimal employee experience in order to create the desired guest experience
You complete People & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
You manage staffing levels in response to business levels and in accordance with CBA contracts
You greet, welcome, and farewell guests and colleagues pleasantly and professionally
You establish and maintain an effective working relationship with co-workers
You work cohesively with fellow colleagues as part of a team with minimum supervision
You conduct regularly scheduled departmental meeting and pre-shift briefings
You balance operational, administrative, and colleague needs
You are responsible for identifying any training needs of Guest Services Team and creating action plans to develop the team’s skills
You ensure enough supplies of all operational items are in storage
You assist guests regarding any requests informatively and in a helpful manner
You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
You handle guest concerns effectively and efficiently, include logging and notifying proper areas
You assist the guests with any comments, questions, or concerns during their stay
You make recommendations for activities and restaurants
You assist with luggage and transportations inquiries
You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
You are present at the Reception desk whenever possible
You deal promptly and effectively with any complaints
You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
You are timely, accurate and courteous during all interaction with guests and colleagues
You inform security of any unusual disturbances
You maintain a Safe, Hazard Free, and Organized work environment
You complete various assignments as requested by hotel management
You oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
You assist with guest and employee issues and questions
You are an inspiration to all hotel staff to achieve luxury levels of performance
You act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
You provide employee motivation and support
You onboard and train new employees
You monitor, document, and notify the Director of Rooms of any concerns or issues that may impact the operation and the achievement of department goals and objectives
Other duties as assigned
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