Dir-Guest Services

h3Additional Information /h3p- Housing Allowance- Meal Allowance /ph3Job Number /h3 h3Job Category /h3pRooms Guest Services Operations /ph3Location /h3pSP 59, Poltu Quatu, Arzachena Sassa *, ItalyVIEW ON MAP /ph3Schedule /h3pFull Time /ph3Located Remotely?
/h3pN /ph3Position Type /h3pManagement /ph3Pay Range: /h3pEUR * annual salary /ph3Job Summary /h3pServes as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related situation.
Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues.
/ph3CANDIDATE PROFILE /h3h3Education And Experience /h3ulliHigh school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
/lili2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
/li /ulh3CORE WORK ACTIVITIES /h3h3Leading Guest Services Teams /h3ulliUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
/liliEncourages and building mutual trust, respect, and cooperation among team members.
/liliServes as a role model to demonstrate appropriate behaviors.
/liliSupervises and managing employees.
Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees' absence.
/liliSupervises Concierge and/or Bell Staff, when applicable.
/li /ulh3Maintaining Guest Services and Front Desk Goals /h3ulliManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
/liliDevelops specific goals and plans to prioritize, organize, and accomplish your work.
/liliHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
/liliObserves service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
/liliAssists with energy conservation efforts by monitoring compliance during property tours.
/li /ulh3Managing Projects and Policies /h3ulliImplements the customer recognition/service program, communicating and ensuring the process.
/liliConducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
/liliSends copy of MOD report to all departments on a daily basis.
/liliEnsures compliance with all policies, standards and procedures.
/liliUnderstands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
/liliUnderstands and complies with loss prevention policies and procedures.
/li /ulh3Ensuring Exceptional Customer Service /h3ulliProvides services that are above and beyond for customer satisfaction and retention.
/liliImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
/liliIntervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
/liliServes as a leader in displaying outstanding hospitality skills.
/liliSets a positive example for guest relations.
/liliEmpowers employees to provide excellent customer service.
/liliObserves service behaviors of employees and provides feedback to individuals.
/liliMaintains high visibility in public areas during peak times.
/liliProvides immediate assistance to guests as requested.
/liliInteracts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
/liliRecords guest issues in the guest response tracking system.
/liliReviews comment cards and guest satisfaction results with employees.
/liliEmphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
/li /ulh3Managing and Conducting Human Resource Activities /h3ulliIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
/liliProviding guidance and direction to subordinates, including setting performance standards and monitoring performance.
/liliReviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
/liliAssists as needed in the interviewing and hiring of employee team members with the appropriate skills.
/li /ulh3Additional Responsibilitie