Description

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Communicates any variations to the established norms to the appropriate department in a timely manner
• Sends copy of MOD report to all departments daily.
• Strives to improve service performance
• Ensures compliance with all policies, standards, and procedures
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved
• Empowers associates to provide excellent customer service
• Provides immediate assistance to guests as requested
• Serves as a leader in displaying outstanding hospitality skills
• Sets a positive example for guest relations
• Responds to and handles guest problems and complaints
• Ensures associates understand customer service expectations and parameters
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
• Participates in the development and implementation of corrective action plans to improve guest satisfaction
• Records guest issues in the guest response tracking system

Assisting Human Resources Activities

• Participates as needed in the investigation of associate and guest accidents
• Observes service behaviors of associates and providing feedback to individuals
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
• Celebrates successes and publicly recognizes the contributions of team members
• Ensures associates are cross trained to support successfully daily operations
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)