Job Description

Job Purpose:

Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

Duties & Functions:            

Supervise Front Office employees to ensure prompt and complete resolution of guest calls and requests

Oversee the Front Office Department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette

Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management

Track all guest issues from various sources and report results.  Identify trends for resolution.

Address complaints; serve as Manager on Duty as needed

Ensure all guest requests/issues are logged

Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate in HotSOS

Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary

Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean

Perform departmental administrative duties

Assist in recruitment, hiring, training, orientation of and communication to department personnel.

Schedule and supervise staff to ensure prompt, friendly, and attentive service

Ensure compliance of brand standards, operating procedures and policies

Facilitates the training and development of all employees to the company’s standards.

Any other reasonable duties as assigned by the supervisor or manager

We recognize we are in the hospitality industry and that may require us to provide lateral service.  We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

ADDITIONAL RESPONSIBILITIES

Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.

Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.

Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.

Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies including:

Health and Safety

Food Hygiene

Maintenance

Emergency Procedures

Liquor Licensing

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

Attend mandatory meetings including divisional meetings, staff meetings, etc.

Participate in community events and ensure corporate social responsibility goals of the company are met.

Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.

Keep work area clean and organized.

Ensure confidential documents are kept in a secured area.

When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.

Complete other duties as assigned by the Department Head.

Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.

Ensure compliance with the company’s policies and procedures.

OTHER DUTIES

Assimilate into the company’s culture through understanding, supporting and participating in all the company’s elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.