Job Details

Position OverviewOversee the front desk and ensure the front desk provides exceptional customer service. Resolve any guest complaints, train new staff on proper processes and procedures.ResponsibilitiesResponds to and resolve guest complaints and concerns in a timely mannerAssigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating proceduresConfers and cooperates with other department heads to ensure coordination of activitiesTrains new and existing employees of the Front OfficeAnswers inquiries pertaining to hotel policies and servicesMonitors and ensure work duties of staff are followed according to hotel standards by verifying AM/PM checklists are executed, signed and filedMaintains complete knowledge of hotel services, hours of operation, and schedule of eventsMonitors performance and ensures adherence to service standards of bell staffCreates weekly work schedules to coincide with projected occupanciesConducts daily front office "briefings" to oncoming staff and outlines group and catering activity, rate of the day, VIP Guest List, occupancy projections and pertinent information related to day to day operationsConducts a comprehensive monthly front office meeting outlining standards updates, upcoming marketing promotions, group/citywide activity, F&B outlet news and all related hotel topicsTrain personnel and monitor compliance to solicitation practices related to either directly acquiring guest forms or electronic address information supporting e-mail guest service feedbackManage rooms P&L in partnership with Director of Housekeeping, to ensure rooms division is staying within established guidelines for expenses and payroll costsResponsible for staff selection and scheduling of all Front Office personnelManage payroll and control costs using Labor StandardsEnsure that staff adheres to all credit/cash policies and procedures to reduce bad debts and rebates. Perform quality audits and take corrective action when appropriateMaintain positive relations with employees and promote good inter/intra-department relationsEnsure that problems are addressed as soon as possible, and seek input from the employee on the problem. Develops plans with the employee to solve problems and follow up with feedback and encouragement to ensure resolution of problemsResponsible for ensuring the Front Office personnel participate in all property safety awareness programsResponsible for completing, and presenting to employees, performance reviews, and salary increases in a timely mannerMaintain an open line of communication between guests, staff members and managementRequirementsAbility to effectively deal with a guest and employee concern in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutionsAbility to access, read and accurately input information using a moderately complex computer system to include software such as Excel and WordAnalytical ability sufficient to assess trends and make relevant decisionsLifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbsRequires walking and standing to a significant degree and can require long periods of sittingMust have a minimum of two years prior front office experience in a similar size operationProvide exceptional customer serviceWork as a productive team member by contributing positive energyPerform the duties of the position in a safe mannerBe professional in all interactions with guests and associatesEffective communications in English both written and oralPatience, tact and diplomacyAbility to resolve problems without blaming othersBenefitsThe Lakefront offers a very competitive benefit package including medical, dental, and vision. Plus a 401k with an employer contribution.#J-18808-Ljbffr