This role is responsible for all Welcome Office functions and staff, including the Wheels Team (Bell Staff), Whatever/Whenever (Guest Relations), Welcome Desk (Front Desk), and Concierge, as applicable. As a department head, the Welcome Office Manager directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. The manager strives to continually improve guest and employee satisfaction, maximize the financial performance of the department, and maintain high LQA and Forbes standards.
Responsibilities
Utilize interpersonal and communication skills to lead, influence, and encourage others
Advocate sound financial/business decision making
Demonstrate honesty/integrity and lead by example
Encourage and build mutual trust, respect, and cooperation among team members
Serve as a role model to demonstrate appropriate behaviors
Supervise and manage employees
Manage all day-to-day operations
Understand employee positions well enough to perform duties in employees' absence
Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
Ensure recognition of employees is taking place across areas of responsibility
Communicate performance expectations in accordance with job descriptions for each position and monitor progress
Celebrate successes and publicly recognize the contributions of team members
Achieve and exceed goals including performance goals, budget goals, team goals, etc.
Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
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
Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired 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 Rooms area and overall property financial goals
Manage department controllable expenses to achieve or exceed budgeted goals
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
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Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Act as the “Service Champion” for the Front Office and create a positive atmosphere for guest relations
Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations
Strive to improve service performance
Empower employees to provide excellent customer service
Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience
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 employees and provide feedback to individuals and/or managers
Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills
Provide guidance and direction to subordinates, including setting performance standards and monitoring performance
Establish challenging, realistic and obtainable goals to guide operation and performance
Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns
Ensure employees are treated fairly and equitably
Manage employee progressive discipline procedures for Front Office Staff
Administer the performance appraisal process for direct report managers
Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyze information and evaluating results to choose the best solution and solve problems
Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner
Identify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrence
Requirements
High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area
