The Front Desk Customer Service Director will report to the Hotel Director and work to oversee all facets of the Oasis and Bell/Valet operations. The Front Desk Customer Service Manager is responsible for short and long term planning, day-to-day operations, revenue maximization and guest satisfaction.
Forecast, to assure that staffing levels meet traffic requirements, allowing for optimum service, while avoiding overtime.
Ensure that associates are courteous, greet customers, and offer assistance when needed.
Responsible for resolving all guest concerns and maintaining positive guest relations.
Reviews all work schedules to ensure proper utilization of associates hours to support Casino promotions and peak activity, ensuring that sufficient staffing is present to meet daily business demands.
Ensures staff knowledge of hotel services, features and amenities.
Ensures the cleanliness, safety, and general maintenance of the Oasis/pool area.
Responsible for all Oasis and Bell/Valet administrative duties.
Accountable for the proper training and daily monitoring of all service levels provided by associates to guests and other fellow associates.
Develop policies and procedures for areas of responsibility.
Accountable for preparing annual budgets and meeting or coming in under payroll and expense budgets.
Maintains a positive public image.
Sets the standard for performance and customer service.
Other duties as assigned by management.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of defensive driving techniques.
Requirements (Education, Experience):
A High School Diploma or GED preferred.
Prior hotel operations management experience in a AAA or 4 diamond hotel or a property with at least 800 rooms, preferred.