Description

Position Summary: Responsible for providing strategic direction and managing the Front Office and Guest Experience to ensure smooth operation of all systems and services required to meet Company standards and Forbes standards to provide outstanding guest service while maintaining financial profitability. Areas of responsibility may typically include Front Office, Guest Service Agents Concierge, Bellmen, and Valet.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Consistently deliver results that contribute to overall success of the resort and the departments by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.
2. Ensure exceptional guest service is delivered at the Front desk, Guest Service Agents, Concierge, Bellmen and Valet departments.
3. Designs the organization and promotes excellence for optimal guest service.
4. Possesses expertise at combining extensive business knowledge to integrate and develop sound budgets.
5. Develops detailed, realistic, and comprehensive plans that support organizational objectives.
6. Successfully manages people to achieve performance goals.
7. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
8. Resolve guest concerns expediently and in a professional manner.
9. Supervise the training of all Front Office, Reservations / Communications, Bellman, and Recreation Concierge team members and motivate them to perform their jobs effectively.
10. Develop and maintain open lines of communication within the department and with other departments within the property.
11. Attend property required meetings as a representative of assigned departments.
12. Handle disciplinary action, coaching and counseling sessions and related personnel issues.
13. Ensure compliance with all systems, control policies and procedures and guest service delivery.
14. Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings.
15. Work well with all vendors.
16. Work seamlessly with director of revenue to promote upsells, correct billings, room block, etc.

Other Responsibilities/Supportive Functions:

1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy.

2. Approves leave and time away from work within company policy.

3. Responds to guest inquiries and coordinates special arrangements and requests.

4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Qualifications

Qualifications (relevant experience, education and training):

• At least 3 years of progressive experience in luxury hotel management or a related field. Supervisory and management in Guest Services experience required.
• Prior experience in luxury hotel/resort setting with concentration in Forbes Travel Guide rating preferred.
• Possess solid knowledge of Front Office, overall Guest Services operations, standards, and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
• Requires ability to serve needs of guests through verbal interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion.
• Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction