Assistant Manager, Guest Experience

JOB SUMMARY

Entry level
management position that is responsible for leading and assisting with
the successful completion of daily shift requirements. Front office areas
include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives
to ensure guest and employee satisfaction and achieve the operating budget.
Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

•
High school diploma or GED; 2 years experience in the guest services, front
desk, or related professional area.

OR

• 2-year degree from
an accredited university in Hotel and Restaurant Management, Hospitality,
Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management
of Front Desk 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 building mutual trust, respect, and cooperation among team
members.

• Serves as a role model to demonstrate appropriate
behaviors.

• Supports all day-to-day operations.

• Understands
employee positions well enough to perform duties in employees' absence.

•
Coaches, counsels and encourages employees.

• Handles employee questions
and concerns.

• Supports all areas of the Front Office in the absence
of the Front Office or Front Desk Manager.

• Guides daily Front Desk
shift operations.

• Communicates performance expectations to employees
in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk
Goals

• 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.

• Handles complaints, settling disputes, and resolving
grievances and conflicts, or otherwise negotiating with others.

•
Participates in department meetings and continually communicates a clear
and consistent message regarding the Front Desk goals to produce desired
results.

• Strives to improve service performance.

• Supervises
staffing levels to ensure that guest service, operational needs and financial
objectives are met.

• Trains staff on adherence to all credit policies
and procedures to reduce bad debts and rebates.

• Supervises same day
selling procedures to maximize room revenue and property occupancy.

•
Understands the impact of Front Desk operations on the overall property
financial goals and objectives.

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.

• Sets a positive example
for guest relations.

• Empowers employees to provide excellent customer
service within guidelines.

• Handles guest problems and complaints
seeking assistance from supervisor as necessary.

• Interacts with guests
to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer
recognition/service program, communicating and ensuring the process.

•
Assists in the review of comment cards and guest satisfaction results
with employees.

• Ensures employees have the proper supplies
and uniforms.

• Assists in the use of a guest information tracking system
to ensure that a successful repeat guest recognition program is in use
to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying
the developmental needs of others and coaching, mentoring, or otherwise helping
others to improve their knowledge or skills.

• Providing guidance
and direction to subordinates, including setting performance standards
and monitoring performance.

• Provides feedback to individuals based
on observation of service behaviors.

• Participates in an ongoing
employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

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 updating
the executives, the peers and the subordinates on relevant information in
a timely manner.

• Performs all duties at the Front Desk
as necessary.

• Understands the functions of the Bell Staff, Switchboard
and Concierge/Guest Services operations.

• Complies with loss prevention
policies and procedures.