Pay Range: $102,000-$110,000 + Bonus Eligible
This is an exempt
position and will be paid on a salaried basis in accordance with state
and federal law.
Relocation Assistance is Available.
Driving
is required for this position; screening will be required.
Responsible for all front office functions and staff.
Areas of responsibility include Bell Staff, Switchboard Operations, Guest
Services/Front Desk and Retail/Gift Shop, as applicable. 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 continually improve guest and employee satisfaction and maximize
the financial performance of the department.
Education and Experience
High school diploma or GED; 4 years experience in the guest
services, front desk, or related professional area.
2-year degree from an accredited
university in Hotel and Restaurant Management, Hospitality, Business
Administration or related major; 2 years experience in the guest services, front
desk, or related professional area.
Leading Guest Services
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.
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.
Maintaining Guest Services and Front Desk Goals
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.
Develops specific goals and plans to prioritize,
organize, and accomplish your work.
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.
Reviews staffing
levels to ensure that guest service, operational needs and financial objectives
are met.
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.
Managing Projects and Policies
Ensures compliance with all Front
Office policies, standards and procedures.
Ensures property
policies are administered fairly and consistently, disciplinary procedures
and documentation are completed according to Standard and Local Operating
Procedures (SOPs and LSOPs) and support the Peer Review Process.
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.
Managing and Conducting Human Resource Activities
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.
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.
Additional
Responsibilities
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.
Identifies
and analyzes Front Office operational challenges and facilitates the development
of solutions to prevent reoccurrence.
Hyatt Vacation Ownership is an equal opportunity employer
committed to hiring a diverse workforce and sustaining an inclusive
culture.
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.
