Responsibilities and essential job functions include but are not limited to the following:
- Leads and supports the Rooms Operations team, ensuring goals related to guest satisfaction, productivity, and service are clearly communicated and achieved.
- Fosters a positive, collaborative environment focused on teamwork, accountability, continuous improvement, and service excellence.
- Assists in overseeing Rooms Operations, including Front Office, Housekeeping, and Guest Services.
- Ensures staffing, scheduling, and operational practices align with guest demand and business needs.
- Communicates performance results and provides coaching, support, and recognition to team members.
- Addresses employee concerns proactively and promotes consistent application of property policies and standards.
- Champions the property's service culture and ensures team members consistently meet or exceed hospitality standards.
- Remains accessible and responsive to guests, addressing concerns and service recovery opportunities promptly.
- Reviews guest and employee satisfaction results and implements action plans to improve performance.
- Ensures guest feedback and satisfaction results are communicated and addressed in a timely manner.
- Supports the Front Office Director with Quality Audits and other operational initiatives.
- Ensures effective key control and other required operational programs are maintained.
- Supports efforts to maximize departmental performance while maintaining guest service and quality standards.
- Participates in interviewing, hiring, onboarding, and development of team members.
- Supports employee engagement through regular communication, feedback, coaching, and recognition.
- Ensures disciplinary processes and documentation are handled consistently in accordance with company and property standards.
- Performs operational duties and other responsibilities as needed to support business needs. Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 10-5 rule). Maintain a daily log of all guests’ opportunities with corrective action steps.
- Other duties as assigned