Other / Other / Rooms - Front Office/Guest Services
Summary
Leads the hotel to deliver amazing guest experiences each day, each night, and every time in-between by championing our 6 Xs Hotter Service Philosophy. Creates a welcoming and caring service environment by overseeing the overall guest experience throughout the hotel and building solid relationships with all department managers. Drives team to excel, meeting/exceeding financial goals and acts in accordance with all corporate policies and procedures.
Duties and Responsibilities
SKILLS:
We are looking for those who celebrate culture, humor, wit, thoughtful and attentive service, and team orientation. This position requires strong leadership skills by those who are not afraid to be imaginative or inspired. You'll need an ability to create a motivating work environment driving our Whatever It Takes attitude. Have a strong passion for excellence and guest service. Strive to continuously evolve and improve your staff performance in order to provide a Four Diamond level of service for all guests each and every day. We require a four-year degree or equivalent experience and two to three years of full employment in a related position. Hotel experience required.
RESPONSIBILITIES INCLUDE, BUT ARE NEVER LIMITED TO:
- Represent the hotel in a positive manner at all times.
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand hotel/company policies and practices.
- Supervise department managers to ensure adherence to policies and procedures, delegation of duties, daily property inspections, and willingness and ability to engage in effective communication with home office staff and property owners.
- Create a culture of high performance. Maintain high morale and productivity/good communication within the department as well as between other departments.
- Inspect guests' rooms, public access areas, and outside grounds for cleanliness and appearance.
- Resolve customer complaints or potential challenges by reviewing and monitoring guest complaints, operational issues, and business flow and team member performance to ensure the highest level of service for every guest.
- Actively resolve challenges, provide open communication processes, discipline and take corrective actions, as appropriate.
- Champion the hotel's post-departure evaluation systems and responses. Overall responsibility for the Reputation Management systems and follow up for the property. Oversees hotel guest satisfaction survey scores, Revinate, ReviewPro, Trip Advisor, and coordinates a timely response with department managers and executives.
- Demonstrate financial responsibility by monitoring budgetary guidelines.
- Maintain sound financial business mind-set, effective decision making, demonstrate honesty/integrity and lead by example.
- Drive all front office initiatives to meet and exceed targets of RevMax, Honors Sign Ups, early/late check-out fees and any other programs/target.
- Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
- This position acts as the voice of the guest; greets VIPs, confirms amenities, and coordinates Special Guest Events.
- Exemplify with company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.
ESSENTIAL PHYSICAL REQUIREMENTS:
• Ability to stand for an entire shift.
• Ability to reach, bend, stoop, lift, push and pull.
• Must be able to stand for extended periods of time, and lift and carry up to 30 pounds.
• Ability to work in front of a computer monitor for extended periods of time.
• Ability to tolerate moderate temperature changes in the building.
• Ability to handle repetitive motion of the wrists, hands, and fingers.
ADDITIONAL QUALIFICATIONS:
- Communicate in the primary language of the hotel.
- Display the proper uniform/dress at all times and be well groomed.
- Be flexible since we are running a 24/7 hotel operation.
- Must be able to arrive at work in a timely, consistent and predictable fashion.
- Requires a minimum of 4 years hotel management experience with a proven track record for success in Guest Services, Conflict Resolution, and Service Recovery.
- Embrace the SMASHotels' culture where our people are our greatest asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity of our people, which mirrors the diversity of the guests we serve.
About the Company
A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.
SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment, and online and in-person engagement.
Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.
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