The posting
TWA Hotel
The Assistant Director of the Front Desk oversees the Front Desk and Guest Services staff, ensuring maximum operating efficiency. This person will manage guests and use problem-solving skills to resolve issues while remaining professional at all times. Responsibilities: •Supervise and manage Front Office team members, ensuring quality, standards, and guest satisfaction •Utilize interpersonal and communication skills to lead, influence, and encourage others •Demonstrate sound financial and business decision making •Demonstrate honesty and integrity, lead by example •Ensure recognition of team members is taking place across areas of responsibility •Communicate performance expectations in accordance with job descriptions for each position and monitor progress •Achieve and exceed goals including performance goals, budget goals, team goals, etc. •Develop specific goals and plans to prioritize, organize, and accomplish work •Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results •Review staffing levels to ensure that guest service, operational needs, and financial objectives are met •Understand the impact of Front Office operations on the property as a whole •Ensure compliance with all Front Office policies, standards, and procedures •Ensure 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 •Provide services that are above and beyond for customer satisfaction and retention •Act as the “Service Champion” for the Front Office and create a positive atmosphere •Empower team members to provide excellent guest service •Review comment cards, guest satisfaction results, and other data to identify areas of improvement •Respond to and handle guest problems and complaints •Observe service behaviors of team members and provide feedback to individuals and/or managers •Attend, facilitate, and participate in all hotel required meetings and trainings Requirements: •At least 4 years of progressive experience in a hotel or a related field preferred •4-year college degree preferred •Effective communication skills both verbal and written •Time management skills to prioritize departmental functions to meet deadlines •Excellent problem-solving skills •Ability to understand and evaluate complex information, data, etc. •Maintain confidentiality of information •Strong leadership skills •An aptitude for self-motivation •A can-do attitude and a hands-on approach to hotel management •Strong computer skills •A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel •Effective listening skills. Ability to understand and clarify concerns from guests and team members
