Champions the brand's service vision for product and service delivery.
Communicates a clear and consistent message regarding departmental goals to produce desired results.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Analyzes service issues and identifies trends.
Works with Rooms team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.
Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the customer experience.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Qualifications
Bachelor degree in Hospitality Management, Business Administration or related fields.
Minimum of 2 years experience as Manager, Front Office in a 4- or 5-star hotel or large scale hotel. (preferably in a 5-star hotel)
