POSITION PURPOSE This position is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following CSM high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results. CSMS CORE VALUES Integrity Respect Quality Communities Continuous Improvement POSITION COMPETENCIES Customer Focus Process Improvement/Innovation Decision Quality Priority Setting Business Acumen/Technical Proficiency Conflict Management Communication Teamwork Accountability/Drive for Results Adaptability Self/Workload Management Handles Pressure Well ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Anticipates and responds to guests in a friendly and positive manner. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction. 1. People Management and Training: Responsible for interviewing, hiring, coaching, and development of front office associates. Evaluates staff performance and coaches to ensure standards are met. Works in conjunction with manager to deliver discipline/corrective action and make termination decisions. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. Ensures all required training for department employees is completed and training records are maintained. Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results. Utilizes available resources and adheres to CSM training policies. Promotes collaboration and positive, professional work environment. 2. Financial Results and Cost Control: Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy. 3. Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all CSM Standard Operating Procedures. 4. Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations. Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents.