Delighted to Serve Manager

POSITION: Delighted To Serve Manager

LEVEL: Manager

DEPARTMENT: Front Office

Wind Creek Aruba Purpose:

Our genuine engagement and positive energy provide Guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Wind Creek Aruba Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized for inspiring fairness, creating higher levels of personal accountability and focus on our Guests. The resulting creation of wealth will grow opportunities for all.

Purpose of the department:

The purpose of the Front Office Department is to ensure efficient guest service and smooth operations at the reception or front desk area. It serves as the initial point of contact for guests, handling check-ins and check-outs, providing information and assistance, managing reservations, handling guest inquiries and complaints, processing payments, and maintaining safety and security. The department plays a crucial role in creating a positive guest experience and facilitating the overall functioning of the organization.

Reporting line:

Front Office Manager

Job Profile:

The Delighted to Serve Manager position encompasses a range of responsibilities that contribute to the success of the hotel’s operational departments as well. The leader’s aim must be to meet and exceed the expectations of our internal and external guests The Delighted to Serve Manager should constantly supervise the Guest Experience platform (GXP) to make certain chat responses meets the required corporate goal, see to it GXP cases are inputted correctly, analyze and populate the reports in GXP to assist with collecting data to support problem solving for our operational department. In addition, The Delighted to Serve Manager is required to also monitor the Guest Satisfaction platform to collect data with respect to guest opportunities that might require follow-up. Make certain room service calls and any other special services are carried out to the required standard as stipulated. The Delighted to Serve Manager acts as Property champion for the Guest Experience platform. Overall, the Delighted Serve Manager is required to support the Front Office Leadership since the Delighted to Serve department is a part of the Front Office.

Guest Services and Satisfaction

Ensure exceptional customer service by conducting departure calls to all guests to obtain their feedback. Maintain a professional and welcoming atmosphere in the Delighted to Service Office by observing the agents to confirm they are engaging with guests to the required standard. Anticipating guest needs and expectations.

Budgeting and Financial Management
Assist in the preparation of the office budgets, monitor expenses and prepare critiques as required. Control costs, handle cash management and maintain accurate financial records.

Problem Solving
Resolve guest issues and complaints, finding appropriate solutions to ensure guest satisfaction. Effectively communicate with other departments to address any guest concerns or requests.

Training and Development
Conduct training sessions for front office team members, ensuring adherence to the required standard operating procedures. Provide ongoing coaching and feedback to improve performance and maintain high service standards.

Safety and Security
Ensure the safety and security of guests and the property of enforcing loss prevention procedures. Take appropriate action during emergency situations and maintain accurate reports of the incident.

Communication and Coordination
Maintain effective communication with other departments such as housekeeping, engineering, and beverage and food to ensure a seamless guest journey. Collaborate with the sales team for marketing and promotional activities at a micro or macro level. Attend pre-con meetings for group books and execute based on the request and requirements. Make certain the imagicle PBX and other equipment functions correctly. Monitor and qualify the telephone etiquette meets the brand standards to which we are governed. Manage all company phones and issues contracts to the users.

Quality Assurance
Ensure compliance with the Marriott brand standards and Wind Creek Hospitality values for continuous improvement. Perform regular audits e.g. GETT to maintain service and operational excellence.

Technology Utilization
Stay up to date with technological advancements and leverage hotel systems and software to enhance operational efficiency and guest services. Train staff in the relevant technology to ensure its effective usage.

GENERAL RESPONSIBILITIES

• Your R-WAYS Service Basic card must be carried on your person during working hours.
• Be on time and actively participate at the Daily 15-minutes.
• Daily practice and apply the 20 R-WAYS Service Basics.
• Always uphold R-image Style standards.
• Comply with any reasonable request by management.
• Regularly check the bulletin board.
• Present the meal authorization card daily at the cafeteria. No card, no meal.
• Adhere to policies and procedures as established in the Corporate Handbook.
• Comply with all Marriott, Renaissance and Wind Creek Standards that are audited during Yearly Brand Standard Audit, Quarterly Company Audit, random Quality Audit, GETT Spotlight.
• Follow all standards and expectations that are within the Wind Creek Hospitality Expectations Guide.

JOB SPECIFIC TASKS

In general, the tasks and duties include, but are not limited to, the following and may change to the needs and demands of the resort.

• Responsible for coordinating and assisting the DTS personnel. Ensure that the quality processes- welcoming, check-ins, check-outs and telephone handling go smoothly.
• Schedule the DTS staffing and supervise workload during shifts.
• Inform every guest about the hotel and environment and ensure that all employees are attentive, friendly, and helpful.
• Uses the 15/5 rule and ensures that DTS Agents are using this as a best practice to engage.
• Strive for new thoughts and ideas to improve the DTS department, using common sense, tact, and diplomacy.
• Have knowledge of incoming groups, special requests, selling status, nearby hotel availability, hours of operation for hotel outlets, VIP Special guests, and requests. Communicate this effectively to the staff.
• Know all SOP’s pertaining to the department and its operations.
• Develop and cultivate an effective team in DTS and maintain positive employee relations to guarantee fair treatment.
• Operate all aspects of Front Office computer system Opera, including software maintenance.
• Operate all aspects of Imagicle PBX System.
• Have knowledge of InfoGenesis, ADI, Ipoolside and other property management systems.
• Develop working knowledge and understanding of Front Office and monitor this area in the absence of department managers.
• Make regular quality control audits and follow up immediately on observed non-conformances. Ensure that the rooms coordinators/vacation planner are efficiently and effectively carrying out their responsibilities.
• Develop incentive programs for the desk staff and monitor them for their effectiveness, changing and adapting when necessary.
• Complete all items on shift checklist before leaving.
• Understand the ability to perform the duties of the front office team members and rooms coordinator.
• Monitor employee morale and act when morale is low.
• Develop and maintain pass on, call-off and master key logs.
• Ensure all equipment is properly maintained and in good condition.
• Return all supplies to their proper place at the end of your shift.
• Maintain a neat, clean, safe and well-organized workspace at all times.
• Responsible for working in a productive and efficient manner.
• Attending all required meetings and training courses as requested by management.
• Perform any other reasonable requests within your function made by your superior.
• Make progress in self-development and have clear objectives for personal growth.
• Be a good representative of the Renaissance Aruba Resort & Casino.

Leadership Competencies

• Conduct departmental training for new employees according to Renaissance standards.
• Conduct monthly staff meetings and the daily 15-minutes R ways Training.
• Ensure that you and your staff complete daily duties within the stipulated time frame.
• Supervise the service process and assist in proper payments handling.
• Provide regular feedback to employees regarding their performance.
• Prioritize tasks and delegate responsibilities according to the needs of the guests.
• Assist in/or identify and interview potential new employees.
• Promote and display teamwork amongst your staff.
• Any accidents that occur on the job must be documented immediately and reported to Loss Prevention and HR.
• Lead your team by example and set an example for others to follow.
• Conduct Performance Appraisals.
• Responsible to ensure their subordinates adhere to the guidelines in the checklists and job profiles and to also complete audit to drive performance.

Administrative

• Prepare and or oversee the payroll for the delighted to serve agents and supervisors in an accurate and timely manner.
• Prepare performance reports related to delighted to serve department.
• Maintain stock levels for miscellaneous guest supplies kept within the department.

Communication

• Report maintenance requests to your superior and involved departments.
• Report any irregularity immediately to your leader.
• Ensure you engage in sophisticated verbal and non-verbal communication.
• Communicate important guest information to the next shift.
• Manage all information given confidentially.
• Establish and maintain good working relationships with all related departments and Associates.
• Report and follow up any suspicious activity to your superior.
• Recognize your team members when practicing exemplary and exceptional behavior and performance.
• Be a micro-local Navigator.
• Provide guest experiences that provoke discovery and live our brand values.
• Have good knowledge of all hotel facilities to answer all guest inquiries.
• Know how to use the LEARN model and apply the steps to resolve guest issues!

Safety and Security

• Immediately report (near) accidents and unsafe situations/actions to superior.
• Lost and found items must be immediately reported to your superior.
• Be aware of all safety procedures at the hotel.

Team Member - General Competencies/ Personality Profile:

Educational and Technical background

A minimum of 3 years’ experience in a leadership position.

High school diploma or equivalent and a first degree in management or a similar discipline.

Basic computer and analytical skills.

Ability to use hotel provided electronic devices, including but not limited to radios, cell phones.

Physical condition - this function requires a good physical condition and the ability to work 8 hours on your feet.

Guest oriented – be a good communicator, open-minded and have excellent Customer Service skills.

Social, enthusiast and flexible – an outgoing personality and able to work flexible hours.

Languages – English is required for high-guest contact employees and a second language, namely Papiamento, Spanish or Dutch are required for certain positions.

Computer literate – have excellent knowledge of the Opera computer system.