Main Duties:

Guest Services Team Leader

  • Uses interpersonal and communication skills to lead, influence, and motivate the team; Supports sound financial/business decisions;
  • Demonstrates honesty/integrity; Sets a personal example for the team.
  • Promotes and builds trust among team members.
  • Serves guests as a role model in this regard
  • Supervises and manages staff. Manages all day-to-day operational matters. Understands all positions in the FO department well enough to perform their duties in their absence.
  • Establishes and maintains open, collaborative relationships with team members and ensures that staff do the same in the team.
  • Ensures a high sense of accountability among staff
  • Communicates effectively, in accordance with the job description of each position in his/her department, and monitors staff progress.
  • Celebrates successes and publicly recognizes the contributions of team members.

Guest Service and Front Office Goals

  • Achieves and exceeds goals, including performance goals, budget goals, team goals, etc.
  • Manages daily operational processes, ensuring quality, standards, and customer expectations are met on a daily basis.
  • Develops specific goals and plans for prioritizing, organizing, and executing work.
  • Conducts department meetings and consistently communicates clear and consistent messages to subordinates regarding Front Office goals to achieve desired results.
  • Supervises the necessary staffing levels to ensure guest service requirements, operational needs, and financial goals are met at appropriate levels.
  • Understands the impact of Front Office work on the progress and development of the resort as well as the achievement of overall financial goals.
  • Manages the department’s controlled expenses to achieve budgeted goals and also plans and makes every effort (within his/her competence) to achieve revenue overruns.
  • Supervises and is responsible for the financial erudition of department members as well as their performance.

Manages hotel projects and policies

  • Ensures compliance with all Front Office policies, standards and procedures.
  • Ensures fair and consistent administration of resort policies and standards, and creates/enforces disciplinary procedures and documentation (SOPs) in accordance with the requirements.
  • Communicates hotel occupancy and guest needs to other hotel departments on a daily basis

Provides exceptional guest service

  • Provides service that exceeds guest expectations and promotes guest retention/growth
  • Improves service through communication and assists staff in understanding guest needs, providing guidance, feedback, and individual coaching as needed.
  • Acts as a “service champion” for the front office and creates a positive atmosphere for guest interactions.
  • Strives to improve service performance across other departments
  • Employs staff with appropriate knowledge and authority to provide excellent guest service.
  • Ensures that all areas of the front office have an atmosphere that is conducive to the overall guest experience.
  • Reviews guest comments, guest satisfaction scores, and other data to identify areas for improvement.
  • Responds to and handles guest concerns and complaints.
  • Has experience in crisis management
  • Observes employee behavior and provides feedback to individuals and/or managers.
  • Pays special attention and time to VIP and loyal guests.

Manages and directs human resources activities

  • Identifies development needs of others and coaches and/or assists others in improving knowledge and skills.
  • Provides leadership and direction to subordinates, including setting performance standards and monitoring performance.
  • Sets challenging, realistic, and achievable goals to drive departmental and individual performance.
  • Solicits employee feedback, implements an open door policy, and reviews employee satisfaction results to identify and resolve employee concerns
  • or assist in meeting their needs.
  • Ensures fair treatment of employees
  • Participates in the selection of front office personnel
  • Guides the company handbook and adheres to the prescribed procedures accordingly
  • Administers the performance evaluation process for personal subordinates

Responsibilities:

  • Provides information to managers, employees and subordinates by phone, in writing, by email or in person.
  • Analyzes information and evaluates results to select the best solution, etc.
  • Qualification requirements:
  • Higher education, 4 years