Additional Information\n\nJob Number 26027907\n\nJob Category Rooms & Guest Services Operations\n\nLocation W Sardinia - Poltu Quatu, Poltu Quatu, Porto Cervo, Sassari, Italy, 07021VIEW ON MAP\n\nSchedule Tempo pieno\n\nLocated Remotely? N\n\nPosition Type Management\n\nJob Summary\n\nServes as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.\n\nCANDIDATE PROFILE \n\nEducation And Experience\n\nHigh school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.\n\nOR\n\n2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.\n\nCORE WORK ACTIVITIES\n\nLeading Guest Services Teams \n\nUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.\nEncourages and builds mutual trust, respect, and cooperation among team members.\nServes as a role model to demonstrate appropriate behaviors.\nSupervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.\nCelebrates successes and publicly recognizes the contributions of team members.\nEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.\n\nMaintaining Guest Services and Front Desk Goals\n\nDevelops specific goals and plans to prioritize, organize, and accomplish your work.\nHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.\nMaintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.\nIntervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.\nEnsures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.\nComprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.\n\nEnsuring Exceptional Customer Service \n\nProvides services that are above and beyond for customer satisfaction and retention.\nImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.\nManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.\nServes as a leader in displaying outstanding hospitality skills.\nSets a positive example for guest relations.\nResponds to and handles guest problems and complaints.\nEmpowers employees to provide excellent customer service.\nObserves service behaviors of employees and provides feedback to individuals.\nStrives to improve service performance.\nProvides immediate assistance to guests as requested.\nEnsures employees understand customer service expectations and parameters.\nParticipates in the development and implementation of corrective action plans to improve guest satisfaction.\n\nImplementing Projects and Policies\n\nImplements the customer recognition/service program, communicating and ensuring the process.\nEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.\nManages payroll administration.\n\nConducting Human Resource Activities\n\nIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.\nProvides guidance and direction to subordinates, including setting performance standards and monitoring performance.\nParticipates in employee progressive discipline procedures.\nUses all available on the job training tools for employees.\nSolicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.\nSupervises on-going training initiatives and conducts training when appropriate.\nParticipates in the employee performance appraisal process, providing feedback as needed.\n\nAdditional Responsibilities\n\nProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.\nAnalyzes information and evaluating resu