AsstMgr-Front Desk at Ev. Jugendwerk Bezirk Leonberg in Gurgaon, Haryana, India

Job description

• Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Responsibilities

• Supporting Management of Front Desk Team
• • 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.
• • Serves as a role model to demonstrate appropriate behaviors.
• • Supports all day-to-day operations.
• • Understands employee positions well enough to perform duties in employees' absence.
• • Coaches, counsels and encourages employees.
• • Handles employee questions and concerns.
• • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• • Guides daily Front Desk shift operations.
• • Communicates performance expectations to employees in accordance with job descriptions for each position.
• Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
• • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• • Develops specific goals and plans to prioritize, organize, and accomplish your work.
• • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• • Strives to improve service performance.
• • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• • Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• • Supervises same day selling procedures to maximize room revenue and property occupancy.
• • Understands the impact of Front Desk operations on the overall property financial goals and objectives.
• Ensuring Exceptional Customer Service
• • 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.
• • Sets a positive example for guest relations.
• • Empowers employees to provide excellent customer service within guidelines.
• • Handles guest problems and complaints seeking assistance from supervisor as necessary.
• • Interacts with guests to obtain feedback on product quality and service levels.
• Managing Projects and Policies
• • Implementing the customer recognition/service program, communicating and ensuring the process.
• • Assists in the review of comment cards and guest satisfaction results with employees.
• • Ensures employees have the proper supplies and uniforms.
• • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Supporting Handling of Human Resource Activities
• • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• • Provides feedback to individuals based on observation of service behaviors.
• • Participates in an ongoing employee recognition program.
• • Conducts training when appropriate.
• • Participates in the employee performance appraisal process.
• • Provides information to supervisors, 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 updating the executives, the peers and the subordinates on relevant information in a timely manner.
• • Performs all duties at the Front Desk as necessary.
• • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• • Complies with loss prevention policies and procedures.

Requirements

• Education and Experience
• • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• OR
• • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Skills

Required

• Interpersonal and communication skills
• Leadership and influencing skills
• Financial/business decision making
• Honesty and integrity
• Coaching and counseling
• Conflict resolution
• Customer service
• Training and development
• Performance management
• Problem solving
• Time management
• Knowledge of front office operations