Responsible for the management and organization of the Front Office and providing support to the Director of Front Office. Continually strive to improve guest and associate engagement while maximizing financial performance, the development of staff associates. The "Front Office" includes the Front Desk, PBX, Concierge, Bell Stand, Valet Parking, and Safety/Internal Audit.

Managing Front Office Operations
* 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.
* 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.
* Ensures recognition of employees is taking place across areas of responsibility.
* Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
* Celebrates successes and publicly recognizes the contributions of team members.
* Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
* Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
* Ensures brand and WL standards are met in the Front Office area.
* Ensure night auditor has the necessary skills to carry out the Front Desk procedures.
* Knows, demonstrates, and coaches brand service strategy.
* Facilitates pre-shifts and meetings.
* Keeps front lobby entrance spotless.
* Communicates with housekeeping.
* Assists housekeeping with heavy turn days.
* Carry out the WL Way.Managing Departmental Costs
* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Anticipates business levels to ensure staffing and procedures meet business demands.
* Reallocates Front Office resources to accommodate nights, weekends, holidays, etc.
* Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
* Manages department controllable expenses to achieve or exceed budgeted goals.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.
* Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
* 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.
* Strives to improve service performance.
* Empowers employees to provide excellent customer service.
* Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
* Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
* Responds to and handles guest problems and complaints.
* Observes service behaviors of employees and provides feedback to individuals and/or managers.
* Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
* Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
* Establishes challenging, realistic and obtainable goals to guide operation and performance.
* Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.Conducting Human Resources Activities
* Ensures employees are treated fairly and equitably.
* Manages employee progressive discipline procedures for Front Office Staff.
* Administers the performance appraisal process for direct report managers.
* Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
* 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.
* Kronos administration.Key Accountabilities
* Guest Service Scores - ensure goals are met for all guest service related measurements
* Department Budget - Meet budgeted wages and general expenses
* Associate Relations - Delivers on Q12 from Associate Engagement Survey, including developing and implementing action plans

SKILLS
* Extensive knowledge of Front Office operational procedures
* Ability to select and develop talent
* Effective decision making skills
* Strong problem-solving skills
* Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting, and capital expenditure planning
* Ability to acquire and maintain relationships e.g. associates, customers, vendors
* Ability to effectively manage labor productivity
* Strong communication skills (verbal, listening, writing)
* Resourcefulness
* Passion for guests and associates
* Inspires followership
EDUCATION/EXPERIENCE
* College Degree or equivalent experience in similar role required.