Summary Assures consistent quality guest service to all guests and potential guests; Assists the Reception Manager in the supervision of the reception desk and bell staff. Oversees the reception area to ensure that check-ins and check-outs are handled effectively and that guests are assisted by Reception staff.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Assist Reception Manager with the planning, assigning and reviewing the work of Reception and switchboard employees.
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- Assists with the supervision, orientation and training of subordinate employees. Trains staff to a level to enable them to make immediate customer-driven decisions.
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- Ensures all Reception/Switchboard and Bellstaff employees are informed of and abide by the operating standards and personnel procedures.
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- Interviews applicants for vacant positions; assists in interviewing and hiring employees in the Reception Department.
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- Assist with scheduling employees to reflect business levels and ensure a high level of guest service, while staying within budget guidelines.
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- Reviews, edits, approves and submits payroll information on a timely basis in the absence of the Reception Manager. Approves overtime if necessary. Approves leave requests.
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- Counsels employees on work-related problems or questions.
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- Uses knowledge of HOST guest service functions and working knowledge of family history to assist guests, visitors and callers with their requests and questions.
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- Maintains awareness at all times of the effect of actions upon the guest’s experience. Acts as role model for staff with regard to the guest coming first.
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- Reports work orders in HOTSOS and ensures that reception agents follow HOTSOS reporting procedures
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Supervisory Responsibilities
Supervises employees in the Reception Department. Assist with the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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