Selection Procedure

You submitted a Job Analysis for the course. Review and summarize it for this paper.

You also submitted a Job Performance Assessment tool for this course that was based on the job Analysis. Review and summarize it for this paper.

Observation Date: February 16, 2024
Miriam Shamoon
Observation Time: 9:00 AM – 9:40 AM
Job Description
A Luxury Hotel Front Desk Manager/Director is responsible for ensuring that operations at the
hotel’s front desk run well. This person oversees directing all elements of guest services,
including check-in and check-out processes, dealing with guest queries and complaints, working
with cleaning and maintenance workers, and administering the reservation system. The front
desk manager must have great communication skills, attention to detail, problem-solving ability,
and leadership traits to effectively manage the front desk crew and assure visitor satisfaction.
Reason for Selection
I selected to observe the Hotel Front Desk Manager/Director position because it is critical to the
overall visitor experience and the smooth operation of a hotel. This role needs a wide range of
abilities and involves contacts with visitors, workers, and other departments, making it an
intriguing topic for observation and analysis. I currently work for a noble house luxury resort in
Del Mar called L’Auberge.This role requires good communication and organization skills, the
ability to motivate and inspire and a desire to take care of others.The ability to perform all front
office functions both quickly and efficiently. The responsibility of hiring, training, and
development of associates working for the front desk are part of the position. In this position it is
important to Initiate monthly department meetings, attend weekly staff meetings and sales
strategy meetings when needed to ensure all policies and procedures are in place. Lastly, having
the ability to understand and explain the SOPs put in place and the team members handbook.
Observation
During the 30-minute observation time, I shadowed Mr. Maranto, the Hotel Front Desk Director,
while he ran the front desk operations.
9:00 AM.: Mr. Maranto greeted visitors as they came for checkout, creating a warm and friendly
atmosphere. While also helping with any issues that they experienced during their stay.
9:10 AM: He addressed a guest complaint about a noisy neighbor in a timely and professional
manner, giving a room swap and a complimentary breakfast at Adelaide as a token of goodwill.
The guest was happy.
9:20 AM: Mr. Maranto worked with housekeeping to accelerate the cleaning of a room for an
early check-in.He also followed up with the housekeeping about the rooms that have been on the
queue for a long time.
9:30 AM: He had a quick discussion with front desk workers to delegate responsibilities for the
day and provide feedback on previous performance. He made emergency keys just in case the
system stops working.
9:40 AM: Mr. Maranto went to the back office to work on his manager’s checklist. He started
with payroll, scheduling, accounting, and some operations to make sure everything is working
great with the SMS system and Alice. Those are the systems they use for the hotel.
Factors Contributing to Success
Mr. Maranto’s success in his profession is due to his good interpersonal skills, ability to manage
tough circumstances calmly, and effective cooperation with other hotel departments. He
maintained a good attitude during the observation time, which was highly received by both
guests and workers.
Areas for Improvement
Mr. Maranto did excellently, yet there are places where he may improve even more. One solution
is to take proactive steps to avoid typical guest concerns, such as providing earplugs to visitors in
noisy areas. He might also offer more customized service by greeting clients by name and
anticipating their requirements before they emerge.
Assessment for Selection
To choose applicants for the Hotel Front Desk Manager/Director post, relevant knowledge,
skills, and abilities to examine include:
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Understanding of hotel operations and guest service standards.
Excellent communication and interpersonal abilities.
Capability to multitask and prioritize things efficiently.
Problem-solving and conflict-resolution skills
leadership and team management skills
Interactions
Mr. Maranto dealt with customers and staff in a polite and professional manner, actively
listening to their problems and responding quickly. He showed good leadership throughout the
staff meeting, encouraging a collaborative work atmosphere.
Conclusion
Overall, seeing the Hotel Front Desk Manager gave important insights into the tasks and
abilities necessary for success in this position. Mr. Maranto’s performance demonstrated
several excellent attributes required for efficient front desk management, with areas for
additional improvement recognized.
Performance Tool
Job Description
A Luxury Hotel Front Desk Manager/Director is responsible for ensuring that operations at the
hotel’s front desk run well. This person oversees directing all elements of guest services,
including check-in and check-out processes, dealing with guest queries and complaints, working
with cleaning and maintenance workers, and administering the reservation system. The front
desk manager must have great communication skills, attention to detail, problem-solving ability,
and leadership traits to effectively manage the front desk crew and assure visitor satisfaction.
The job observation took place on a Friday 16th of February at 9:00 am. The most important
factors that contribute to success are as follows.
To choose applicants for the Hotel Front Desk Manager/Director post, relevant knowledge,
skills, and abilities to examine include:
● Understanding of hotel operations and guest service standards.
● Excellent communication and interpersonal abilities.
● Capability to multitask and prioritize things efficiently.
● Problem-solving and conflict-resolution skills
● leadership and team management skills
The description of the tool:
The tool has a scoring method ranging from 1 to 5. The following are the scales: 1 will indicate
Poor, 2 will indicate Fair, 3 will indicate meets expectations, 4 will indicate exceeds expectation
and 5 will indicate Superior. In addition, an overall performance evaluation will be generated
using the mean score for each item or assignment. Additionally, standard deviation can be used
to assess score variance. Also, the consistency of the scoring criteria and administration of this
evaluation tool will guarantee its reliability. By matching tasks and job descriptions and
requirements found during the job analysis process, validity will be achieved. Finally after each
task there will be a comment section where the head executive can give their view about the
assessment.
The following table represents a performance tool based on the front desk manager job at a
luxury resort.
Tick in the box
1. Poor
Item 1:
Guest Engagement
Description:
Comment:
The capacity to answer
politely, welcome
visitors, respond to
questions, and
successfully address
complaints.
Item 2:
Problem solving.
Description:
Comment:
Ability to quickly and
effectively resolve
unforeseen problems or
difficulties at the front
desk.
Item 3:
Managing and Leading
in a Team
Description:
Able to lead front-desk
staff in a pleasant work
atmosphere by assigning
Comment:
2. Fair 3. Meets
4. Exceed
5.
Expectation expectation Superior
duties, offering
feedback, and setting an
example.
Item 4:
Knowledge of Hotel
Operations and
Expectations for Guest
Service.
Description:
Comment:
Examine the familiarity
with hotel operations,
including the check-in
and check-out
procedures, reservation
platforms, and
expectations for guest
service.
Item 5:
Skills for Prioritizing
and Multitasking.
Description:
Assess the competence
for managing several
things at once and
setting effective
priorities.
Item 6:
Punctuality and
Effectiveness.
Comment:
Description
Comment:
Evaluate the applicant’s
quickness and efficacy
in completing duties
including checking
guests in and out and
handling their problems.
Item 7:
Observance of
guidelines and
protocols.
Description:
Comment:
Assess the compliance
with hotel standards,
policies, and procedures
to make sure they are
professional and
consistent.
Item 8:
Workplace Training.
Description:
Evaluate the efforts in
growing, mentoring, and
training front-desk staff
members to raise guest
satisfaction and
performance.
Item 9:
Adjustment to Changes.
Comment:
Description:
Comment:
Assess the ability to
adjust to unanticipated
circumstances, guest
requests, and changes in
hotel operations.
Item 10:
Guest Satisfaction.
Description:
Evaluate how satisfied
customers are with the
services by getting
comments via surveys
or in-person discussions.
Overall Rating:
Comment: