At Your Service Manager (Front Office)

About the Company

Responsible for the successful functioning of the department. Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders receiving and processing all requests for additional items directions correcting any issues and if necessary forwarding calls on to appropriate areas. The Manager needs to ensure the agents information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Critical responsibilities:

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations ensures the quality standards and meets the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize organize and accomplish your work.

Handles complaints settles disputes and resolves grievances and conflicts or otherwise negotiates with others.

Managing Projects and Policies

Implements the customer recognition/service program communicating and ensuring the process.

Tracks all guest issues from various sources and report results.

Ensures guest requests/issues are logged.

Oversees the financial aspects of the department including purchasing and payment of invoices.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.

Identifies trends in guest issues for resolution.

Schedules and supervise staff to ensure prompt friendly and attentive service.

Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.

Coordinates the process of receiving and resolving guest issues and requests.

Supporting Management of Guest Service Team

Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust respect and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Manages all day-to-day operations.

Understands employee positions well enough to perform duties in employees absence.

Supporting Human Resource Activities

Assists in the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.

Assists in recruitment hiring training and orientation of department personnel.

Additional Responsibilities

Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.

Analyzes information and evaluates 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.

Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean.

Performs departmental administrative duties.

Attends meetings (e.g. front office supervisor meetings operations meetings forecast meetings monthly department meetings sales strategy pre-con meetings).

Successful Candidates will have

• 2 years experience in the guest services front desk or At Your Service department

• Passion for creating memorable guest experiences

• Strong knowledge of hotel operations including front office concierge housekeeping and food & beverage coordination

• Current work authorization (as applicable to the location)

• Previous supervisory or management experience in a luxury hospitality environment

• Strong problem-solving and conflict resolution abilities

• Strong problem-solving and conflict resolution abilities

• Proactive and results-driven approach

• Proactive and results-driven approach