Job Description:
• Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members.
• Provide SGSA and GSA’s mentoring, coaching and regular feedback to help manage conflict and improve employee engagement.
• Educate/train team members in compliance with federal, state and local laws & safety regulations.
• Ensure the team is job trained and has the tools and equipment to complete job duties.
• Manage third party vendor staffing requirements, plan and assign work.
• Ensure ‘one team approach’ and quality service through daily communication and coordination.
• Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors.
• Develop, implement and monitor team member succession planning to ensure future strength.
• Responsible for SGSA/GSA Training / Rostering / Coaching as directed by the EAM, Hotel Manager or General Manager.
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Assist SGSA’s/GSA’s in all Reception tasks.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements.
• Perform other duties as assigned by the EAM, Hotel Manager or General Manager.
Job Requirements:
• Minimum Diploma or equivalent plus 2-4 years’ service industry experience.
• Supervisory experience is essential.
• Must be proficient in written and spoken English.