SALARY RANGE $70, 000 - $75,000 DOE.

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
• Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Have a thorough knowledge of the front office system.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Participate in M.O.D. coverage as required.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must have through knowledge of Guest services operation operations including and not limited to Concierge, PBX, Bell/valet, be able to troubleshoot issues that arise and provide solutions.
• Maintains close communication with the Director of Front Office and other department heads.
• Participate in monthly forecasting and weekly scheduling; daily reviews, operating results and take immediate corrective action as required.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Analyze guests reviews on the daily basis and use them as a coaching/training tool to improve processes to enhance guests satisfaction.
• Maintains high visibility with team members and guests.
• First of each quarter submit objectives to be accomplished for the forthcoming quarter.
• At the end of each quarter, evaluate completed objectives of staff under your direct supervision and develop with department heads objectives for forthcoming quarter.
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Monitor all V.I.P.'s, special guests, and requests.
• Motivate, coach, counsel and discipline all Guest services team members.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Recommends programs for the motivation and development of staff.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Perform his direct reports’ performance reviews according to the Silverado Resort and Spa practices.
• Prepare department heads for succession through development of their need areas.
• Perform other duties as directed by the Management.