Crescent Hotels & Resorts
JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
ESSENTIAL JOB FUNCTIONS:
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Respond to guests' special requests, needs, problems, issues, and concerns, and accommodate groups to ensure optimal guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality.
Supervise the Guest Service Agents.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research and determining effective solutions. Make decisions and take action based on experience and good judgment, sometimes revising approach for unusual situations. Authorize revenue allowances to remedy problems only after exploring other solutions.
Comply with attendance rules and be available to work regularly.
Perform any other job-related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
Ability to communicate in English effectively.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner.
Good communication skills with guests.
Willingness to assist co-workers and be a team player.
Ability to handle internal and external customers with patience, tact, and diplomacy.
Basic mathematical skills and proficiency with calculators.
Ability to accurately input information using a computer system.
Physical ability to stand, walk, and perform behind the front desk.
Ability to observe and respond to emergency situations.
Verbal and written communication skills, including preparing complex reports.
Ability to establish and maintain effective working relationships.
PERFORMANCE STANDARDS
Customer Satisfaction: Always remain professional and treat all guests and staff with courtesy and respect to foster positive interactions.
Work Habits: Meet and exceed hotel standards for procedures, dress, grooming, punctuality, and attendance. Be adaptable to change and willing to learn and improve skills. Solve routine problems effectively.
Safety & Security: Adhere to hotel policies regarding safety and security, including key controls, lifting, chemical use, and hazard reporting.
NOTE: This description excludes non-essential functions and is subject to change at the company's discretion. It does not constitute a contract. All employment is at-will.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Applicants will be informed of their rights under federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.
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