Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues. Responsible for all the loyalty program members satisfaction..
CORE WORK ACTIVITIES
Provides services that are above and beyond for customer satisfaction and retention.
Personally greets VIPs, Gold and Platinum members and prepares amenities and welcome envelopes.
Handles room assignment for all VIPs and members, 72 hours in advance.
Runs and uses the data on the ACDC report to create Sparkles for our members and other guests.
Maintains high visibility in public areas during peak times.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Accountable for generating strategic service and product recommendations to Senior Hotel Leadership for implementation.
Responsible for meeting budgeted Guest Satisfaction Score, including hotel Net Promoter Score (NPS).
Leadership role in Hotels Voice of Guest Committee.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Serves as a leader in displaying outstanding hospitality skills.
Responds to and handles guest problems and complaints.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Strives to improve service performance.
Ensures employees understand customer service expectations and parameters.
Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Participates in employee progressive discipline procedures.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Understands employee positions well enough to perform duties in employees' absence.
Celebrates successes and publicly recognizes the contributions of team members.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Performs Front Desk duties in high demand times.
Education And Experience
High school diploma or GED; 2 years experience in the guest services, front desk, housekeeping or related professional area.
Experience working with Union employees.
Bilingual preferred:?Proficient in French.
Good computer skills are required; Knowledge of Opera PMS.
Open availability, able to work late nights, weekends and holidays
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