Responsible for the management of all aspects of the guest experience and Hospitality teams including Doorman, Bellman, Valet Attendants, Guest Experience/Relations, Concierge, Guest Service Agent, Hotel Services Coordinator, and Club Level, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

Meeting/Exceeding Hospitality Departments Goals

• Ensure efficient guest registration, check out. Observe all Guest Service agents, Door/Valet/Bell, and ensure that established procedures are completed in accordance with the hotel standards and Forbes Standards as well as Company policy and procedures.
• Direct and train all staff in the departments. Assist in new-hire and on-going training.
• Compiling and issuing of the departmental schedules.
• Payroll, the review and the controlling of payroll expense.
• Managing Departmental expenses.
• Progressive discipline.
• Compiling and training of the upsell program for the Guest Service agents.
• Daily Line ups, role plays and audits.
• Ensuring that all new hires are on boarded correctly and that all on boarding and departmental check lists are completed in a timely manner.
• Assisting any other departments within the Rooms Division when needed.
• Compiling and training of Departmental SOPS.

Managing Hospitality Teams

• Supervises all Hospitality departments including Doorman, Bellman, Valet Attendants, Guest Experience/Relations, Concierge, Guest Service Agent, Hotel Services Coordinator, and Club Level.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages Front Office leaders and employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures staff is knowledgeable about rates, packages and promotions available.
• Ensures all cashiering procedures comply with accounting policies and standards.

Ensuring Exceptional Hospitality

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Monitors the check-in/check-out process, ensuring agreement to hotel standards; anticipates critical situations and assists to process the guest expediently.
• Anticipates sold-out situations and number of rooms overbooked. Locates alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Works closely with Housekeeping and Engineering management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

Managing Projects and Policies

• Implements the customer recognition/experience program, communicating and ensuring the process.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to Front Office leaders, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.
• Other duties may be assigned as business demands.

• A minimum of 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major is required.
• Bachelor’s Hotel and Restaurant Management, Hospitality, Business Administration, or related major strongly preferred.
• Minimum 5 years’ experience in Front Office and Guest Services.
• Minimum 3 years’ experience as Department Head.
• Knowledge of Opera, Micros and HotSOS, is not required but desirable.

• Strong computer skills including proficiency with Microsoft Office and the ability to quickly master new applications.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent written communication skills including proper grammar and professional writing.
• Excellent verbal communications skills with the ability to interact with employees at all levels and a wide range of business partners.
• Ability to effectively communicate in English.
• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear.
• The employee must be able to lift and move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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  Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Must be able to maintain a calm demeanor at all times.