Front Office Shift Leader
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Complete appropriate safety training and certifications to perform work tasks.
Maintain awareness of undesirable persons on property premises.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Follow company and department policies and procedures.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Address guests' service needs in a professional, positive, and timely manner.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Assist other employees to ensure proper coverage and prompt guest service.
Thank guests with genuine appreciation and provide a fond farewell.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.