Managing and Conducting Human Resources Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains 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.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.

Technical Expertise

• Performs all technical/procedural requirements of the job.
• Demonstrates understanding of how a department and/or property operates.
• Promotes safety and security of co-workers.

Focusing on Customer

• Actively listens and asks questions of customers to assess the level of satisfaction with the service being provided and to prevent problems from occurring.
• Regularly monitors customer satisfaction and takes personal responsibility to ensure it.
• Proactively demonstrates hospitality in all customer interactions.
• Follows through on customer inquiries.
• Takes personal responsibility for correcting customer service problems.
• Leads action plans relating opportunities to improve standards and processes.

Organizational Learner

• Acts independently to improve and increase skills and knowledge.
• Demonstrates an awareness of personal strengths and areas for improvement.
• Seeks feedback from others on performance and modifies behaviour as appropriate.
• Keeps up-to-date on available resources that can help to better serve customers’ needs and to improve organizational performance.
• Shares learnings, innovations, and best practices with ambassadors.
• Is willing to learn from others.

Developing Others

• Gives timely and specific performance feedback to ambassadors.
• Takes time to assist ambassadors and to provide specific, detailed follow-up.

Fostering Teamwork & Relationship

• Considers the impact of personal /departmental actions on other parts of the organization/property.
• Works to meet goals in a manner that does not disadvantage other ambassadors or groups.
• Solicits and uses other ambassadors’ ideas and opinions to resolve issues.

Managing Work Execution

• Helps and supports ambassadors in solving problems and accomplishing work objectives.
• Approaches own work with a sense of urgency and purpose.
• Ensures that desired results are achieved in the most efficient manner while maintaining or improving the quality of service.
• Allocates time and resources effectively when faced with competing demands.
• Tracks activities in progress and/or completed activities to ensure stated objectives are accomplished.
• Tries new approaches to overcome obstacles or to accomplish challenging objectives.
• Anticipates potential obstacles and develops contingency plans to overcome them.

Managing Change

• Seeks full understanding of new procedures or methods resulting from change.
• Understands and communicates reasons for change.
• Shows willingness to learn new methods, procedures, techniques, or systems resulting from departmental or organizational-wide change.
• Takes action to make changes work rather than only identifying why changes won’t work.
• Sees change as an opportunity rather than a problem.

Leading

• Leads The Chambers operation like they would lead their own home with visiting guests.
• Demonstrates commitment to the organization and its vision, mission, and ambassadors.
• Establishes measurable and achievable expectations of results.
• Holds self and other ambassadors accountable for achieving results.
• Makes decisions and commits to a course of action with information available.
• Addresses conflicts in a timely manner.

Communicating Openly

• Encourages others to share their points of view.
• Openly and accurately reports errors, mistakes, and unintended outcomes without rationalizing them.
• Actively listens and responds to ambassadors.
• Shares relevant, timely information to help others understand and support business objectives.
• Speaks clearly and articulately with individuals and groups.
• Delivers constructive feedback with sensitivity to others’ feelings.
• Facilitates group discussions.
• Prepares and delivers presentations tailored to the audience.
• Writes memoranda, letters, etc. that are clear and effective with few, if any, spelling or grammatical errors.

Operations/Property Management

• Maintains a strong working relationship with all departments.
• Leads team to ensure an unrivalled five star experience is received for both Barlow House and the Chambers Club Lounge and private butler service facilities.
• Attentive to guests requests including arranging outside bookings.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance to ensure five star standards are achieved.
• Sends copy of required reports to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Creates effective rosters to ensure that the Guest Experience team, Chambers and butler service has coverage to meet the business demands depending on occupancy levels and club membership levels.
• Observes service behaviours of ambassadors and ensures that all uniformed ambassadors are properly attired and groomed.
• Devises and implements all Guest Experience Executives, Chamber’s Club and Private Butler Standards ensuring all SOP’s and LSOP’s are adhered to at all times.
• Participates as needed in the investigation of ambassador and guest accidents.
• Understands and complies with loss prevention policies and procedures.
• Participates and is responsible for staff training within the Chambers Club and Guest Experience team.

Guest Satisfaction

• Is a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers ambassadors to provide excellent customer service. Ensures ambassadors understand expectations and parameters.