JOB OVERVIEW: Supervise the daily operations of the Front
Desk staff to maximize revenues and profits while attaining optimal guest
satisfaction.
ESSENTIAL JOB FUNCTIONS:
Interview, hire, train,
recommend performance evaluations, resolve problems, provide open communication
and recommend discipline and/or termination when appropriate.
Respond
to guest’s special requests, needs, problems, issues and concerns
and accommodate groups to ensure optimal levels of guest satisfaction and repeat
business.
Implement company programs and supervise the daily operations
of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate
associates to ensure an optimal level of quality service and hospitality
are provided to the hotel customers.
Supervise the Guest Service
Agents.
Remain calm and alert, especially during emergency situations
and/or heavy hotel activity, serving as a role model for clerks and other
employees. Resolve customer complications and complaints by conducting thorough
research of the situation and determining the most effective solutions. Make
decisions and take action based on previous experience and good judgment,
sometimes revising approach to accommodate unusual situation. Authorize revenue
allowances to remedy problems only after other alternative solutions have
been offered.
Comply with attendance rules and be available to work on
a regular basis.
Perform any other job related duties
as assigned.
REQUIRED SKILLS AND ABILITIES:
Must have the ability
to communicate in English. Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times. Can communicate well
with guests. Must be willing to “pitch-in” and help co- workers with their job
duties and be a team player. Ability to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger and collect accurate information and resolve
conflicts. Basic mathematical skills and considerable skill in the use of
a calculator to prepare moderately complex mathematical calculations without
error.
Ability to access and accurately input information using a moderately complex
computer system. Ability to stand, walk and continuously perform behind
the front desk. Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports
of room availability and revenues generated. Ability to establish and maintain
effective working relationships with associates, customers
and patrons.
PERFORMANCE STANDARDS
Customer Satisfaction:
Our
customers are what we are about.
One of the keys to a positive guest experience is positive interaction
with Crescent staff. It is essential that you remain professional at all times,
and that you treat all guests and associates with courtesy and respect, under
all circumstances. Every Crescent associate is a guest relations ambassador,
every working minute of every day.
Work Habits:
In order
to maintain a positive guest and associate experience, your work habits
should always meet and strive to exceed hotel standards for work procedures,
dress, grooming, punctuality and attendance. You should be adaptable to change
in your work area and in hotel procedures with a willingness to learn new skills
and/or improve existing ones, have the ability to solve routine problems
that occur on the job and ask for help whenever you are not sure how to
do something.
Safety & Security:
The safety and security of our
guests and associates is of utmost importance to Crescent. Every Crescent
associate should adhere to the hotel security policies and procedures,
particularly regarding key controls, lifting heavy objects, using chemicals,
and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of
the position that are incidental to the performance of the fundamental job
duties.
Furthermore, the specific examples in each section are not intended to
be all-inclusive.
Rather, they represent the typical elements and criteria considered necessary
to perform the job successfully. Other job-related duties may be assigned by
the associate’s supervisor.
Furthermore, this description is subject
to change, in the sole discretion of the Company, and in no way creates
an employment contract, implied or otherwise; each associate remains, at all
times, an “at will” associate.
Equal Opportunity Employer/Protected
Veterans/Individuals with Disabilities
This employer is required
to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the
the Department of Labor.
This position is at a location where
Hyatt is not the employer. The employer of individuals working at this hotel
may be a third-party management company that is responsible for all employment
benefits and obligations at this location.
