Responsible for the management of all aspects of the Front of
House functions including Doorman, Bellman, Bell Captain, Concierge
Agent, Guest Relations Agent, Front Desk Agent, Matrix Coordinator,
Club Concierge, Club Attendants and Learning Coaches, in accordance
with hotel standards. Directs, implements and maintains a service
and management philosophy that serves as a guide to respective
staff. Responsible for developing and maintaining the
acknowledgment of all guests visiting the location. Ensures all
departments are aware of all guests' needs and information prior to
arrival that will lead to a unique, memorable and personal
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.
CORE WORK ACTIVITIES
Maintaining Front of House 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.
Keeps front of house team focused on the critical components of
operations to drive guest satisfaction and the desired financial
Handles complaints, settles disputes, and resolves grievances
and conflicts, or otherwise negotiates with others.
Supervises staffing levels to ensure that guest service,
operational needs and financial objectives are met.
Ensures that regular on-going communication is happening with
employees to create awareness of business objectives and
communicate expectations, recognizes performance, and produces
Understands the impact of department's operations on the overall
property financial goals and objectives and manages to achieve or
Maintains knowledge of room availability and rates and
Reviews previous night's no-shows and ensures appropriate
Reviews the arrival report for accuracy and completeness. Checks
printed registration cards against information on arrival report;
rectifies any deficiencies with respective personnel.
Maintains complete knowledge of property features and services,
including hours of operations, hotel restaurant concepts, menu
price range, dress code and ambience, hotel room types, numbers,
hotel top repeat guests, rate programs, packages and scheduled
daily events and activities.
Managing Front of House Team
Supervises all areas of the Front of House.
Utilizes interpersonal and communication skills to lead,
influence, and encourage others; advocates sound financial/business
decision making; demonstrates honesty/integrity; leads by
Encourages and building mutual trust, respect, and cooperation
among team members.
Serving as a role model to demonstrate appropriate
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 staff is knowledgeable about rates, packages and
Ensures all cashiering procedures comply with accounting
policies and standards.
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.
Responds to and handles guest problems and complaints.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to
Interacts with customers to obtain feedback on quality of
product, service levels and overall satisfaction.
Ensures employees understand customer service expectations and
Interacts with guests to obtain feedback on product quality and
Emphasizes guest satisfaction during all departmental meetings
and focuses on continuous improvement.
Monitors the check-in/check-out process, ensuring agreement to
hotel standards; anticipates critical situations and assists to
process the guest expediently.
Anticipates sold-out situations and number of rooms overbooked.
Locates alternative accommodations for guests and "walk" guests,
following hotel policies and procedures.
Works closely with Housekeeping management to ensure accurate
status of each room, readiness of rooms for check-in and to report
Managing Projects and Policies
Implements the customer recognition/service program,
communicating and ensuring the process.
Supervises same day selling procedures to maximize room revenue
and control property occupancy.
Supervises daily shift operations and ensures compliance with
all 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.
Supporting Human Resource Activities
Supports the developmental needs of others and coaching,
mentoring, or otherwise helping others to improve their knowledge
Solicits employee feedback, utilizes an "open door" policy and
reviews employee satisfaction results to identify and address
employee problems or concerns.
Brings issues concerning employee satisfaction to the attention
of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee
team members with the appropriate skills.
Supports a departmental orientation program for employees to
receive the appropriate new hire training to successfully perform
Participates in employee progressive discipline procedures.
Provides information to supervisors, co-workers, and
subordinates by telephone, in written form, e-mail, or in
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.
Participates in departmental meetings and continually
communicates a clear and consistent message regarding the front of
house goals to produce desired results.