Includes the entire hotel with the main focus on the operation of the Front Desk, PBX Operator, Bell/Valet/Door, and Lobby Concierge. Manages the operation of the front office and related areas in absence of Front Office Manager Creates the first impression by supervising the door, bell, parking, concierge and front office areas Analyzes business forecasts and schedules accordingly Ensures front desk handles billing and cash in accordance with hotels standards Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, and other departments Creates 100' guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! and Making It Right service and teamwork Communicates and reinforces the vision for Yes I Can! / Making It Right service to employees Ensures that employees provide Yes I Can! / Making It Right genuine hospitality and teamwork on an ongoing basis Uses teamwork to support guests and employees Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services Provides employees with the tools, training and environment they need to deliver Yes I Can! / Making It Right service and teamwork Provides employees with the information needed to perform their job effectively. Orients employees to the department and hotel and provides on-the-job training of job responsibilities. Trains, cross-trains and retrains all front office associates including testing and daily coaching. Supervises and Prioritizes job assignments during shifts Provides feedback to the employee and department manager on the employees performance of job responsibilities and evaluates each associate. Maintains working relationships and communicates with all departments. Verifies that accurate room status information is maintained and properly communicated. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager, Enforces all cash handling, check cashing and credit policies. Wears proper uniform at all times. Requires all front office staff to wear proper uniforms at all times. Fully understands rules and regulations surrounding tax exemption and ensures that proper paperwork is filed. Develops and implements strategies and practices which support employee engagement Recruits and selects qualified candidates Provides employees with the orientation and ongoing training needed to understand expectations and perform job responsibilities Communicates performance expectations and provides employees with on-going feedback Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential. Focus on hotels Mission Statement and Annual Goals.