Position Overview:
The Director of Reception is responsible for all daily aspects of Reception Operations while on duty.
Major Duties & Responsibilities:
- Recruits, hires, trains and provides career development for housekeeping staff; conducts performance evaluations and provides feedback for Crew Members.
- Provide an issue free environment through motivation, support, empowerment and development of crew members.
- Always extend professionalism and courtesy to fellow crew members and customers.
- Deliver unparalleled service above and beyond the norm to exceed customer expectations.
- Solicit and communicate guest feedback for continuous improvement.
- Own all customer complaints and issues and seek immediate resolve.
- Oversee cash and bank handling procedures with all Senior & Junior Managers daily and ensures adherence to company standards.
- Conduct arrival and departure audits in all areas of Mission and Ground Control.
- Conduct a daily preshift meeting on each shift and be current on all in-house events and citywide attractions.
- Manage the Hotel night audit as assigned.
- Adhere to proper key and phone controls
- Ability to comprehend and follow instructions on Sales Resumes.
- Conduct progressive discipline from coach and counsel through to suspension with support from the Human Resources Department.
- Act as the Manager on Duty as assigned and take responsibility for all hotel related issues and events.
- Assist Senior & Junior Managers as needed with unresolved issues which arise during the shift.
- Demonstrate selfconfidence, energy and enthusiasm at all times.
- Have a strategic perspective by continually modeling our brand and integrating it into every aspect of the guest experience.
- Provide updated room availability and rate information to Senior & Junior Managers as directed.
- Ensure thorough knowledge of safety and emergency procedures
- Lead the crew members by example and motivate them.
Ensure the following activities are completed during the shift: Crew Services discrepancy reports are resolved; VIP cabin assignments are completed; charges are posted and rate changes are completed; shift audits and variance reports are accurate and completed; unexpected stay-overs are extended and same day after hours’ reservations are processed accordingly.
The expected annual salary range for the position is $75,000 - $83,000.
