Assistant Executive Lounge Manager_Jubilee Prestige Hotel Ratchadapisek

POSITION SUMMARY

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

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.

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.