Responsible for all Hotel Front Office functions and leading, mentoring and coaching staff. Driving guest satisfaction and guest service scores. Developing and implementing standards and procedures and constant service improvement. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to maximize the financial performance of the department and maintain and comply with all brand standards.

Leading Hotel Front Desk and Guest Services Teams

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

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Providing Exceptional Customer Service

Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

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

Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence

At least 2-5years experience in the Hotel / Resort guest services, Hotel / Resort front desk, or related professional area required.

Proven track record of success in leading a FD staff and working with Sales and the operating departments in a collaborative manner

Job Type:

Full-time/Salary Exempt