Job Summary: 

• Oversees day-to-day operations of the Front Desk department
• Manages personnel of the department, including hiring, training, development, coaching, and discipline
• Familiar with AAA standards and uses these standards as training/performance metrics
• Maximizes occupancy, ADR and RevPAR towards achieving the budget
• Engages in guest outreach and responds to and initiates action from surveys/social media feedback
• Effectively solves problems arising from guest complaints
• Work at the front desk/on the floor, upselling products and services
• Maintain Agilysys/Visual One expertise to the extent that s/he can program packages, troubleshoot, and run all necessary reports
• Actively participate in all room revenue management meetings
• Display full understanding of accounting and night audit procedures
• Ensure proper inventory of marketing materials and guest supplies available at the front desk
• Maintains clean and well-functioning public and private areas, including front desk, office space and fleet of vehicles
• Resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries quickly and efficiently
• Ensure that all areas of responsibility are properly staffed, supervised and operating smoothly
• Receive and process advance registration payments
• Coordinate reservation room assignments to ensure maximum revenue potential is met

Skills on Resume: 

• Guest Relations (Soft Skills)
• Team Management (Soft Skills)
• Revenue Optimization (Hard Skills)
• Problem Solving (Soft Skills)
• Front Operations (Hard Skills)
• System Proficiency (Hard Skills)
• Service Upselling (Soft Skills)
• Reservation Coordination (Hard Skills)

Job Summary: 

• Ensure guests are treated courteously, and requests for special services are carried out
• Oversees and actively manages the reservations and contractual agreements of the Marina Point Villa furnished rentals
• Establishes and monitors cost and expense control systems and procedures to achieve budgeted operating results
• Maximizes revenues through proactive action rather than reactive
• Perform all other duties as assigned by management
• Ensure the department operates effectively on a day-to-day basis, meeting company standards, delivering consistent attention to detail
• Ensuring shift controls and procedures are followed
• Review and coordinate action because of any relevant internal and external audits to enhance the environment and achieve positive, consistent results
• Fully aware of and comply with Inn’s policies and procedures as identified in the procedure manual and handbook
• Adhere to all Health and Safety policies and procedures
• Supervise and direct front office associates at all levels
• Coordinate activities and scheduling of Night Auditors as it relates to their front office duties
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out
• Interview, recommend hiring, schedule, train, develop, empower, coach and counsel, 
• Resolve problems, provide open communication, recommend and conduct performance and salary reviews, recommend discipline and termination
• Conduct all training programs and have regular meetings to increase staff performance and knowledge

Skills on Resume: 

• Guest Courtesy (Soft Skills)
• Revenue Maximization (Hard Skills)
• Cost Control (Hard Skills)
• Staff Supervision (Soft Skills)
• Policy Compliance (Hard Skills)
• Audit Coordination (Hard Skills)
• Team Training (Soft Skills)
• Shift Management (Hard Skills)

Job Summary: 

• Manage the check-in and check-out process including welcome, confirmation of guest requirements, billing process, and feedback
• Act as a concierge for guests' needs to ensure an enjoyable stay
• Lead meal service periods to ensure that the quality of service delivery is at the expected level
• Ensure tastings are carried out to the highest standard and that upsell opportunities are maximised
• Ensure that the cleanliness of all public and back-office service areas is maintained at all times
• Carry out annual performance reviews and work with the team on their PDPs
• Ensure presentation standards are achieved for both Front of House staff and public rooms
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Drive the success and growth of the area and the people therein
• Create and maintain training and growth paths for each team member with a focus on the scalability of the brand
• Manage set KPIs focused on balancing efficiency and quality, knowing when to pivot in order to maintain positive momentum
• Ensure the team effectively covers the required schedules to meet guests' needs, peak contact times and seasonal shifts in guests' arrival patterns
• Create an environment where tried and tested routines and rituals are in place, ensuring friction points are surfaced, as well as moments when to stop and celebrate
• Provide ad hoc and regular business updates on the developing pattern, trends and results of the team
• Develop a strategic and tactical plan for the team that is aligned with the company's goals and consequently executes against that plan
• Work with the team and other departments to achieve the highest level of guest satisfaction, as represented in guest reviews and optimised contact drivers

Skills on Resume: 

• Check-In Management (Hard Skills)
• Concierge Service (Soft Skills)
• Team Leadership (Soft Skills)
• Service Quality (Hard Skills)
• Training Development (Soft Skills)
• KPI Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Guest Satisfaction (Soft Skills)

Job Summary: 

• Manage the entire guest journey from pre-booking, the experience and post-booking
• Manage customer feedback and reviews efficiently
• Lead on development of plants to implement changes and improve guest satisfaction
• Oversee all the Front of House operations and motivate all staff
• Understand the guest's needs and expectations and be able to quickly build a rapport with all customers
• Seek feedback from customers and implement changes to ensure all customers are happy and having fun
• Daily Supervision of all team members, ensuring all staff are aware of services and facilities in operation
• Ensure all operational facilities are in good working order and that all staff members are aware of all health and safety procedures
• Effectively dealing with any guests' issues and complaints
• Stock taking and ordering any staff uniforms, any merchandise or golf equipment
• Review daily sales reconciliation and safe count diligently and with great attention to detail
• Coordinate all special events/VIP visits and promotional activities, as well as deliver the airline's vision
• Work effectively with other guest experience managers through regular communication and coordination on daily, weekly and monthly tasks
• Undertake any other reasonable task as required by the management team

Skills on Resume: 

• Guest Journey (Soft Skills)
• Feedback Handling (Soft Skills)
• Team Supervision (Soft Skills)
• Front Operations (Hard Skills)
• Health Compliance (Hard Skills)
• Issue Resolution (Soft Skills)
• Event Coordination (Hard Skills)
• Sales Review (Hard Skills)

Job Summary: 

• Manage the safety of all members of the public, staff and contractors
• Proactively identifying risks to health and safety across the site daily by identifying hazards and taking appropriate corrective action
• Take ownership of guest service, challenging poor behaviours and celebrating legendary guest care
• Collate and communicate daily briefings to inform and engage the welcome hosts before their shifts
• Manage the experience of the guests from their arrival in the queue line through to departure using effective operational decision making and liaising with team members and supply chain colleagues
• Control the operational activities of the various suppliers across the site
• Ensure that all contractors are issued and are following the permit-to-work system
• Manage welcome hosts to ensure operational performance
• Ensure that all team members follow the approved procedures
• Train, monitor and motivate the team to deliver an outstanding, safe and enjoyable experience for guests
• Manage communication with a range of external transportation operations to ensure safe practice in the wider area
• Manage all incidents effectively, ensuring procedures are followed and relevant escalations and documentation are completed promptly
• Ensure all guest queries are dealt with efficiently and effectively
• Carry out regular site patrols to check that colleagues are in the right place, at the right time

Skills on Resume: 

• Safety Management (Hard Skills)
• Risk Assessment (Hard Skills)
• Guest Service (Soft Skills)
• Team Briefing (Soft Skills)
• Operational Control (Hard Skills)
• Contractor Oversight (Hard Skills)
• Team Motivation (Soft Skills)
• Incident Handling (Hard Skills)

Job Summary: 

• Lead, manage, grow and provide support to the Guest Experience team including supervisors, casual and seasonal staff
• Lead by example and be ready to roll up your sleeves
• Act as the People and Culture (P&C) lead and actively participate in the employee life cycle, including recruitment, onboarding, training, performance management and terminations
• Build a great first impression and foster high staff retention
• In partnership with the leadership team, foster an environment of accountability that motivates team members and promotes high employee engagement
• Equip and encourage employees to drive their development, measure their success and continually strive to improve themselves and advance the business as a whole
• Develop highly effective teams by coaching and supporting employees to improve through effective performance management and the celebration of achievements
• Be passionate about delivering seamless and impeccable guest experience while creating memories for both guests and staff
• Evaluate guest feedback and respond to guest reviews and complaints
• Monitor Net Promote Score (NPS) and generate ideas and initiatives to drive the NPS score
• Actively manage the budget, participate in monthly and annual forecasting of operational expenditures and contribute to building a responsible spend culture across departments
• Ensure Standard Operating Procedures and Communication Protocol are constantly followed, communicate inefficiencies and propose new ways
• Ensure cleanliness and presentability at the attraction, pay close attention to detail and instill the same in the team
• Develop a clear understanding of the Point of Sale system (RTP), and work closely with the Operations Manager to ensure the system is up to date
• Liaise with Operations, Technical, Marketing, Sales and Central Reservations teams to ensure expectations are met and information exchanged

Skills on Resume: 

• Team Leadership (Soft Skills)
• Staff Development (Soft Skills)
• Performance Management (Hard Skills)
• Guest Experience (Soft Skills)
• Feedback Evaluation (Soft Skills)
• Budget Oversight (Hard Skills)
• SOP Compliance (Hard Skills)
• Cross-Functional Coordination (Hard Skills)

Job Summary: 

• Manage Guest expectations including Queries, Complaints and Guest Journey
• Coach and empower the team to follow daily procedures
• Manage reservations completed by the team, overseeing any issues
• Revise and update all listings with Listings Assistant on the PMS system and subsequently on the external booking portal
• Weekly booking portal checks on all properties
• Daily check of outstanding invoices for guest reservations
• Daily checks of incoming bookings, noting any specific booking requests and ensuring the team is ahead of the game
• Collaborate with the Sales Manager regarding revenue and updates about events and peaks in rate
• Follow up on Guest complaints, should they escalate
• Collaborate with the Housekeeping team to ensure all properties are back on time, managing delays if any and assisting with queries 
• Collaborate with the Set-Up team to understand new properties coming on and timelines
• Continuously coach and empower the team and their progression, ensure they have the tools to do the job and be open to new procedures
• Oversee scheduling and ensure staffing levels
• Manage variable labor efficiently and be an excellent business partner in continuous labor cost management
• Oversee expenses and departmental budget

Skills on Resume: 

• Guest Handling (Soft Skills)
• Team Coaching (Soft Skills)
• Reservation Oversight (Hard Skills)
• System Management (Hard Skills)
• Invoice Tracking (Hard Skills)
• Sales Collaboration (Soft Skills)
• Labor Management (Hard Skills)
• Budget Control (Hard Skills)

Job Summary: 

• Develop all-rounded strategies to engage with guests
• Manage all staff of the Guest Experience Team to ensure smooth operation
• Strive for improvement in the quality of services
• Promote good public relations and handle complaints or concerns of guests
• Handle all inventories of Guest Experience
• Attend and participate in meetings on behalf of The Fleming with the partnership restaurant Osteria Marzia
• Reply to all reviews on online platforms
• Lead Guest Experience Staff at all Rose Quarter events, ensuring accurate uniform, conducting supervisor pre-shift meetings
• Create, implement, and run ongoing employee training in conjunction with the Director of Guest Experience
• Contribute to an extraordinary guest experience at Rose Quarter that welcomes every guest, exceeds expectations, and empowers employees
• Create a flawless guest experience and own the integration of new customer service standards, while maintaining or improving the culture of the department
• Collaborate closely with different departments to implement a full-circle Guest Experience program including an outstanding training plan, part-time staff recognition, and guest feedback and satisfaction tracking
• Respond to guest feedback via phone and e-mail as a guest resolution specialist
• Maintenance and accurate documentation of employee attendance records to ensure compliance with the attendance policy and applicable Oregon laws
• Collaborate with the Event Department to ensure accurate staffing for events based on internal and external needs, handling client relationships, and providing a seamless promoter and artist experience

Skills on Resume: 

• Guest Engagement (Soft Skills)
• Team Management (Soft Skills)
• Service Improvement (Hard Skills)
• Complaint Resolution (Soft Skills)
• Training Program (Hard Skills)
• Event Coordination (Hard Skills)
• Feedback Response (Soft Skills)
• Staff Scheduling (Hard Skills)

Job Summary: 

• Monitor, review and communicate the current Quality Management process trend and identify areas of improvement
• Communicate all best practices implemented in the region and follow up on implementation on the property
• Represent QA at the morning briefing with Ex-Com and communicate all relevant updates and results
• Conduct QA refresher/new update training from time to time for all HODs and Managers
• Work with all team members to ensure standards are implemented efficiently and adhered to at all times
• Updates, monitors and reports on Departmental Balanced Scorecard performance to management
• Assist all Department Heads in maintaining a high level of standards through process improvement techniques and set action plans
• Constantly improve guest satisfaction results with the use of daily, weekly, and monthly reports from Hotsos, TrustYou, and Olakala to monitor progress
• Ensure all guests’ complaints are responded to promptly, ensuring excellent service recovery
• Keeps management informed of all complaints received from guests
• Follows up with all departments, in case of guest complaints and ensures corrective actions are taken in a timely fashion
• Focus on guest requirements and expectations when setting and implementing standards to maximize efficiency and to achieve the highest level of guest satisfaction
• Represent the company with guests, reinforcing a guest-focused approach to resort operations at all times
• Guide the Guest Relations team in performing quality-related actions and handling guest complaints

Skills on Resume: 

• Quality Monitoring (Hard Skills)
• Best Practices (Hard Skills)
• Training Delivery (Soft Skills)
• Standard Compliance (Hard Skills)
• Performance Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• Complaint Handling (Soft Skills)
• Guest Focus (Soft Skills)