AsstMgr-Front Office (NE)
Company: The Ritz-Carlton
Location: Santa Barbara
Posted on: February 5, 2020
Posting Date Jan 31, 2020
Job Number 20013785
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton Bacara, Santa Barbara, 8301 Hollister
Avenue, Santa Barbara, California, United States
Brand The Ritz-Carlton
Position Type Management
Start Your Journey With Us At more than 80 award-winning properties
worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences
so exceptional that long after a guest stays with us, the
experience stays with them. As the premier worldwide provider of
luxury experiences, we set the standard for rare and special luxury
service the world over. We invite you to explore The
Assists the Front Office Manager in administering front office
functions and supervising staff on a daily basis. Front office
areas include Bell/Door Staff, Switchboard and Guest Services/Front
Desk. Position directs and works with managers and employees to
carry out procedures ensuring an efficient check in and check out
process. Ensures guest and employee satisfaction and maximizes the
financial performance of the department.
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 builds mutual trust, respect, and cooperation among
team members. Supervises and manages employees. Managing all
day-to-day operations. Understanding employee positions well enough
to perform duties in employees' absence. Ensures employee
recognition is taking place on all shifts. Establishes and
maintains open, collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front
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. Strives to improve service performance. Collaborates with
the Front Office Manager on ways to continually improve
departmental service. Communicates a clear and consistent message
regarding the Front Office goals to produce desired results.
Participates in the development and implementation of corrective
action plans based on review of comment cards and guest
satisfaction results. Emphasizes guest satisfaction during all
departmental meetings and focuses on continuous improvement.
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. Serves as
a role model to demonstrate appropriate behaviors. Sets a positive
example for guest relations. Displays outstanding hospitality
skills. Empowers employees to provide excellent customer service.
Interacts with customers on a regular basis to obtain feedback on
quality of product, service levels and overall satisfaction.
Provides feedback to employees based on observation of service
behaviors. Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and
Managing Projects and Policies
Implements the customer recognition/service program, communicating
and ensuring the process. Ensures compliance with all Front Office
policies, standards and procedures. Monitors adherence to all
credit policies and procedures to reduce bad debts and rebates.
Provides information to supervisors and co-workers 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. Functions
in place of the Front Office Manager in his/her absence.
Communicates critical information from pre- and post-convention
meetings to the Front Office staff. Participates in department
meetings. The Ritz-Carlton is an equal opportunity employer
committed to hiring a diverse workforce and sustaining an inclusive
culture. The Ritz-Carlton does not discriminate on the basis of
disability, veteran status or any other basis protected under
federal, state or local laws.
Keywords: The Ritz-Carlton, Santa Barbara , AsstMgr-Front Office (NE), Administration, Clerical , Santa Barbara, California
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