Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are:Maintain Guest Experience GoalsManage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basisAssist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, Night Audit. Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc. Ensure to work with department managers to modify as deemed necessaryAssist in the preparation and conducting of all Front Office sub- department Department MeetingsEnsure all guest complaints or problems are handled immediately, ensuring guest satisfaction. Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template for communication purposes. Review Hotel Jerome’s Unifocus Results DailyIdentify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name. Handle results accordingly with the Rewards program or disciplinary action.Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction. Document and follow up with any guest or associate Incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes. Document any employee issues as they occur and implement disciplinary action whenever needed. Adhere to established labor standards and minimize overtime as much as possible.Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary. Communicate pertinent guest information to designated departments and personnel.