Principal Responsibilities: - Oversee guest services and front office operations; ensuring superior service is a priority. - Foster a positive, cooperative work environment between front office staff and management. - Supervise front office, breakfast and social hour staff. Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems. Job Duties: - Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process. - Customer Service Maximize Customer Service by attaining 80' or better on Franchise Guest Service Scores. Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance. - Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information. Communicates change effectively. Assists management team in conducting employee meetings and other events. - Team Work Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values, treats people with respect and promotes a harassment free environment. - Quality Management Assists in achieving BLA minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80' or higher on Franchise product quality scoring. Complete test reservation calls to ensure proper procedures are followed by front office employees in accordance with brand reservation standards. Inspect back of office and public areas for cleanliness and preventative maintenance upkeep on a daily basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity. - Adaptability Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation. Must be available to cover Front desk Guest Service agent, Night audit, Breakfast and Social hour staff shifts as required due to staff shortages and call outs. - Initiative - Take independent actions and calculated risks, meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions. Delegates work assignments, sets expectations and monitors delegated activities. Asks for and offers help when needed. - People Management Ensures each employee completes orientation and required brand training. Assists General Manager in ensuring employee performance reviews are performed timely and in accordance with BLA standards. Ensure proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits documentation, etc.). Maintains effective employee relations programs within the hotel. Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth. Prepares and supports those affected by change, monitors transition, and evaluates results. - Compliance Assists management team in ensuring State and Federal Labor postings are current. Ensure all internal BLA communication is posted as required. Adheres to all polices and procedures required by Buffalo Lodgings internal audit system. Maintains confidentiality. - Business Acumen Maintain CPOR in front office area as driven by budget. Understands business implications of decisions, aligns work with strategic goals. Accurately forecast schedule changes based on forecasted occupancy. Performs Front Desk shifts as needed to ensure efficient operations.