About The Role

Responsible for overseeing the daily operations of the Front Office, including Front Desk and VIP Services, to ensure exceptional guest service and efficient operations. Supervises, trains, coaches, and develops team members while enforcing service standards, operating procedures, and safety requirements. Coordinates with internal departments and external partners to enhance the guest experience and support business goals. Monitors departmental expenses, implements operational improvements, and ensures compliance with emergency procedures. Resolves guest and employee concerns while maintaining high standards of hospitality in a fast-paced environment.

Supervise the Front Desk and VIP employees; interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline and termination as appropriate.
Develop Standard Operating Procedures which govern the daily operations of the guest service area.
Supervise for compliance of Standard Operating Procedures, safety regulations and ensure the optimal level of quality service and hospitality are provided to the hotel guests.
Coordinate and supervise the activities and foster good relations with event coordinators, meeting planners, on-site contacts, travel organizations, limo services, etc., to provide the maximum level of quality service.
Assist the Sales and Marketing Departments in attracting and retaining customers by providing customers top quality customer service.
Provide information and assist employees in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Monitor the Department budget to minimize expenses.
Implement emergency training procedures to ensure appropriate protection of the hotel guests, staff and company assets.
Maintain a knowledge of emergency procedures including guest related responsibilities and evacuation procedures.
Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
Perform other tasks as assigned by the Hotel Operations Manager.
One to two years of post-secondary education preferred.
One to two years of related hotel, guest services, Front Desk, VIP Services, or supervisory experience.
Knowledge of hotel operations, guest services, Front Office procedures, and hospitality standards.
Strong leadership, coaching, communication, and customer service skills.
Ability to develop and enforce SOPs, analyze information, and make sound business decisions.
Proficient in handling multiple priorities and resolving guest and employee concerns.

ADDITIONAL REQUIREMENTS

Ability to work flexible schedules, including evenings, weekends, and holidays.
Ability to stand and walk for extended periods throughout a shift.
Ability to speak, read, write, and understand English.
Ability to work in a fast-paced environment and manage multiple tasks under deadlines.
Ability to respond effectively to guest and employee needs, visual and auditory cues, and changing priorities.
Ability to operate standard office equipment and possess the manual dexterity required to use office equipment and technology.
Ability to work independently and move throughout the property as needed.
Ability to lift and carry up to 10 pounds and perform activities such as bending, kneeling, crouching, and twisting.
Ability to tolerate environments where secondhand smoke may be present.
Ability to maintain regular and reliable attendance.