The posting
Meets and Exceeds Customers and Team Members' Expectations
- Establishes and communicates customer service objectives that support the achievement of (property) Mission and Vision.
- Monitors customer service levels and counsels employees with alternative methods of responding to customer requests.
- Responds promptly to customer requests.
- Determines customer delight levels and needs by reviewing comment cards and talking to customers regularly.
- Provides staff with the skills training necessary to provide value-added service to customers.
Meets and Exceeds Expectations of Employees by Utilizing Leadership Skills and Motivation Techniques in Order to Maximize Employee Productivity and Satisfaction of Direct Reports
- Develops and implements strategies to achieve Employee Satisfaction Index goals.
- Creates a positive work environment for all employees.
- Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, and ensuring these needs are met.
- Orients and trains qualified employees.
- Conducts effective employee meetings and counseling sessions.
- Determines, communicates, and monitors achievement of performance standards on a timely basis.
Monitors the Level of Customer Satisfaction
- Analyzes customer feedback regarding the quality and efficiency of Front Desk operations.
Leads the Team
- Demonstrates upfront, hands-on, visible leadership.
Motivates Employees
- Provides positive feedback and reinforcement.
- Practices effective listening.
- Seeks out employees' concerns and offers assistance.
Coaches, Counsels, and Disciplines Employees
- Logs specific incidents.
- Sets time aside to offer advice.
- Implements Resort discipline practices consistently and fairly.
Determines Priorities, Sets Goals, and Follows Up
- Prepares monthly action plans.
- Prepares daily to-do lists.
Monitors and Controls Attendance and Shift Rosters
- Prepares attendance sheets.
- Prepares shift rosters.
- Maintains absence statistics and performs follow-up actions.
Conducts Performance Appraisals
- Completes appraisal forms for all staff.
- Analyzes training needs and schedules training.
- Conducts probationary period reviews.
Identifies and Analyzes Problems and Develops Solutions
- Records critical incidents.
- Shares problems with the team and discusses solutions.
Orientation and Induction of New Employees
- Conducts on-the-job skills training.
Conducts Technical Job Knowledge Training
- Utilizes Task Breakdowns and assists the Department Trainer in the preparation of Task Breakdowns.
- Ensures staff demonstrate technical skills and conducts technical training on a regular basis.
- Updates staff regularly.
Attends Meetings as Required
- Summarizes section performance.
- Highlights achievements, problems, and challenges.
- Participates in discussions.
- Reinforces standards.
- Provides feedback on customer comments.
Provides Feedback to Management
- Highlights achievements, problems, and challenges.
Room Allocations
- Verifies and updates the following:
- Current room status
- Information endorsed between shifts
- Correspondence related to the current Front Desk shift
- Expected VIP arrivals
- Expected group arrivals
- The day's Resort events
- Ensures all reservations are checked, appropriate room blockings are completed, and bookings are updated.
- Ensures correct room status information is promptly provided when requested.
Credit Management
- Advises the Finance Department regarding potential credit risks and other guest-related concerns.
- Settles pending bills by contacting the concerned guest, Travel Agent, or company.
Facilitates and Ensures a Sufficiently Manned and Supplied Front Desk Counter at All Times
- Maintains an active presence at the Front Desk to directly supervise Service Associates attending to guests.
- Ensures Front Desk supplies are always available.
Ensures That Transactions at the Front Desk Are Done Smoothly and Efficiently
- Ensures strict adherence to key control procedures.
- Double-checks guest folios for completeness and accuracy.
- Confirms the number of due-out guests and scheduled late departures.
- Coordinates with Guest Relations regarding in-room check-in of guests.
- Processes foreign exchange and paid-out requests at the Front Desk.
- Coordinates with the Concierge whenever necessary.
- Ensures all guest registration entries are properly encoded in the computer system.
- Double-checks group accounts daily for accuracy and ensures records are up to date.
- Ensures Front Desk staff can implement manual back-up procedures during computer system breakdowns.
- Administers the use of safety deposit boxes.
- Maintains an operations logbook.
Ensures Safe Working Practices
- Implements safety standards and conducts safety training.
- Communicates safety standards to staff.
- Analyzes accident statistics.
- Promotes an accident-prevention culture.
Monitors Cleanliness and Hygiene Standards
- Conducts regular inspections of all areas within the department.
- Constantly monitors cleanliness standards throughout the department.
Monitors Grooming and Appearance Standards of Employees
- Establishes grooming and appearance standards and communicates them to staff.
Guestroom Access Control
- Ensures strict adherence to the key control procedures of the Vanguards System.
General Responsibilities
- Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of the position.
- Prepares reports as necessary to develop a more informative database for improved management decision-making and critical evaluation of work activities.
- Maintains favorable working relationships with all other Resort employees to foster and promote a cooperative and harmonious working climate.
- Projects a favorable image of (property) to the public at all times.
- Practices and role-models the Guiding Principles and Core Values of (property) and ensures that employees practice the same.
- Performs any other duties and tasks that may be assigned by immediate superiors from time to time.
