Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.         
         
CANDIDATE PROFILE 
   
Education and Experience         
oHigh school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. 
OR         
o2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.                 
 
CORE WORK ACTIVITIES 
  
Maintaining Guest Services and Front Desk Goals         
oManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.                 
oDevelops specific goals and plans to prioritize, organize, and accomplish your work.  
oHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
oSupervises staffing levels to ensure that guest service, operational needs and financial objectives are met.  
oEnsures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.    
oUnderstands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.                 
Supporting Management of Front Desk Team          
oUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.                 
oEncourages and building mutual trust, respect, and cooperation among team members.                 
oServing as a role model to demonstrate appropriate behaviors.
oSupervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.   
oEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.  
oSupervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.                 
Ensuring Exceptional Customer Service         
oProvides services that are above and beyond for customer satisfaction and retention.                 
oImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.                 
oResponds to and handles guest problems and complaints.                 
oSets a positive example for guest relations.  
oEmpowers employees to provide excellent customer service.
oObserves service behaviors of employees and provides feedback to individuals.  
oInteracts with customers to obtain feedback on quality of product, service levels and overall satisfaction.    
oEnsures employees understand customer service expectations and parameters.  
oInteracts with guests to obtain feedback on product quality and service levels. 
oEmphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.                 
Managing Projects and Policies         
oImplements the customer recognition/service program, communicating and ensuring the process. 
oTrains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.  
oSupervises same day selling procedures to maximize room revenue and control property occupancy. 
oSupervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.  
oEnsures 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.                 
Supporting Human Resource Activities           
oSupports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.                 
oSolicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.                 
oBrings issues concerning employee satisfaction to the attention of the department manager and Human Resources.    
oAssists as needed in the interviewing and hiring of employee team members with the appropriate skills.  
oSupports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.  
oParticipates in employee progressive discipline procedures.                 
Additional Responsibilities         
oProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.                 
oAnalyzes information and evaluating results to choose the best solution and solve problems.                 
oInforms and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.                 
oPerforms all duties at the Front Desk as necessary.  
oRuns Front Desk shifts whenever necessary.    
oParticipates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

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Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.