Front Desk Operations Director
2 weeks ago
We are seeking a highly skilled and experienced Lead Front Desk Manager to fill this challenging role.
This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and has experience in leading front-of-house teams.
About the Role:
- Direct, motivate, and encourage others to achieve excellent customer satisfaction and retention.
- Develop and implement plans to prioritize, organize, and accomplish work, ensuring guest services goals are met.
- Maintain open and collaborative relationships with employees and ensure employees do the same within the team.
- Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.
- Intervene in any guest/employee situation as needed to maintain integrity of the operation, achieve guest satisfaction, and preserve employee well-being.
- Ensure regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations.
Key Responsibilities:
- Supervise and manage employees, understanding employee positions well enough to perform duties in employees' absence.
- Celebrate successes and publicly recognize the contributions of team members.
- Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
- Provide services that are above and beyond for customer satisfaction and retention.
- Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manage day-to-day operations, ensuring quality, standards, and meeting expectations of customers on a daily basis.
Requirements:
- Previous experience in a similar role, preferably in a luxury hotel environment.
- Excellent leadership and communication skills.
- Ability to work effectively in a fast-paced environment and make sound financial/business decision making.
- Proven track record of delivering exceptional customer service and driving sales growth.
Benefits:
As a valued member of our team, you will receive a competitive salary package, comprehensive benefits, and opportunities for career advancement.
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