Front Office Trainer

POSITION SUMMARY

Meet with managers, department and division heads to discuss staffing needs, recruitment needs, open requisitions, and required/desirable qualifications. Develop learning strategies and plans with management based upon deficiencies identified in a needs assessment. Design, develop, and produce training materials (e.g., facilitator/participant workbooks, manuals, brochures, job aids, posters). Prepare for training classes (e.g., materials, setup classes, breakdown classes). Design and create interactive training in various formats. Conduct stand-up training to groups of employees. Monitor and ensure departments are conducting safety training and orientation.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Welcome and acknowledge all guests according to company standards; anticipate and address guests- service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Enter and locate work-related information using computers and/or point of sale systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.


CRITICAL TASKS

Safety and Security
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Complete appropriate safety training and certifications to perform work tasks.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Policies and Procedures
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Communication
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Talk with and listen to other employees to effectively exchange information.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Provide assistance to coworkers, ensuring they understand their tasks.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
Assists Management
- Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- Assist management in preparing work schedules of hourly employees.
- Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Assist management in preparing and conducting performance reviews of hourly employees.
- Collaborate with management to formally recognize hourly employees' performance contributions.
- Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
Working with Others
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
- Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Recruitment - Programs and Strategies
- Monitor all hiring and recruitment processes for compliance with all local, state, and federal laws and company policies and standards.
- Meet with managers, department and division heads to discuss staffing needs, recruitment needs, open requisitions, and required/desirable qualifications.
Recruitment - Job Postings
- Keep job posting lists, boards, and hotlines up to date.
Hiring - Applications
- File, track, and process employment applications.
Hiring - Prescreen and Interviewing
- Pre-screen applicant paperwork (i.e., resumes, applications) to identify appropriate candidates.
- Assist in screening applicants for hourly and management positions making appropriate recommendations.
- Assist in training hiring managers and interviewers on all interview and selection policies and procedures.
- Schedule and coordinate applicant interviews with appropriate hiring manager and/or interviewer.
- Conduct applicant interviews for hourly and management positions making appropriate recommendations.
- Assist in interviewing applicants for hourly positions making appropriate recommendations.
- Maintain and schedule a certified team of Staff Interviewers to conduct weekly interviews.
Hiring - New Employees
- Ensure company grooming standards are communicated effectively to all new employees.
- Assist with orientation of new employees.
- Ensure departments have adequate supply of Certified New Hire Training materials for new hires.
- Conduct new hire orientation training including completing all new hire paperwork, reviewing OSHA and diversity training, and going over handbook.
Training - Development
- Assist with design and development of training programs, (including lesson plans and training methods) following company training philosophy and standards).
- Design and develop training programs (including lesson plans and training methods) in accordance with company philosophy and standards.
- Order and manage inventory of training materials and supplies.
- Prepare for training classes (e.g., materials, setup classes, breakdown classes).
- Design and create interactive training in various formats.
- Design, develop, and produce training materials (e.g., facilitator/participant workbooks, manuals, brochures, job aids, posters).
- Develop training aids and multi-media tools to present training material.
Administration
- Create and type office correspondence using computer.
- Create and maintain filing systems.
- Maintain confidentiality and security of employee and property records, files, and information.
- Answer phone calls and record messages.
- Distribute and route mail.
- Order and track Human Resources office supplies and forms.



CRITICAL COMPETENCIES

Analytical Skills
- Problem Solving
- Decision-Making
- Arithmetic Computation
- Computer Skills
- Learning Interpersonal Skills
- Interpersonal Skills
- Team Work
- Diversity Relations
- Influence
- Customer Service Orientation Communications
- Communication
- Listening
- Writing
- Telephone Etiquette Skills
- Electronic Communication
- Applied Reading
- English Language Proficiency
Personal Attributes
- Integrity
- Self Development
- Dependability
- Initiative
- Stress Tolerance
- Adaptability/Flexibility
- Positive Demeanor
- Presentation
- Property Knowledge
- Company Polices Knowledge Organization
- Planning and Organizing
- Detail Orientation
- Multi-Tasking
- Time Management Computer Skills
- Microsoft Office Skills
Administration
- File Security
- Maintaining Confidentiality

PREFERRED QUALIFICATIONS
Education High school diploma/G.E.D. equivalent
Related Work Experience At least 1 year of related work experience
Supervisory Experience At least 1 year of supervisory experience
Signature

Associate:


Manager: