At Your Service Manager (Front Office)

Responsible for the successful
functioning of the department. Major responsibility of the department is
to receive all in-house and outside telephone calls and process requests
professionally and correctly.

This includes taking room service orders, receiving and processing all requests
for additional items, directions, correcting any issues and, if necessary,
forwarding calls on to appropriate areas. The Manager needs to ensure
the agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives
to continually improve guest and employee satisfaction while maximizing
the financial performance of the department.

Critical responsibilities:

Maintaining Guest Services and Front Desk Goals

•
Manages day-to-day operations, ensures the quality, standards and meets
the expectations of the customers on a daily basis.

• Develops specific
goals and plans to prioritize, organize, and accomplish your work.

•
Handles complaints, settles disputes, and resolves grievances and conflicts,
or otherwise negotiates with others.

Managing Projects
and Policies

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

• Tracks all guest
issues from various sources and report results.

• Ensures guest
requests/issues are logged.

• Oversees the financial aspects of
the department including purchasing and payment of invoices.

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.

• Identifies trends in guest issues for resolution.

•
Schedules and supervise staff to ensure prompt, friendly, and attentive
service.

• Supervises AYS agents and runners to ensure prompt
and complete resolution of guest calls and requests.

• Coordinates
the process of receiving and resolving guest issues and requests.

Supporting Management of Guest Service 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.

• Manages all
day-to-day operations.

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

Supporting
Human Resource Activities

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

• Assists in recruitment, hiring, training,
and orientation of department personnel.

Additional
Responsibilities

• Provides information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail, or
in person.

• Analyzes information and evaluates 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.

• Ensures that all department equipment is in proper
working condition and that department areas and storerooms are clean.

•
Performs departmental administrative duties.

• Attends meetings (e.g.,
front office supervisor meetings, operations meetings, forecast meetings,
monthly department meetings, sales strategy, pre-con meetings).