NewFront Desk Manager Hyatt Vacations OwnershipFront Desk ManagerCarmel-by-the-Sea, CAoUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. oEnsures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
NewFront Desk Hospitality - Temecula KOA at Vail Lake Resort KEI OutdoorsFront Desk Hospitality - Temecula KOA at Vail Lake ResortTemecula, CALocated in beautiful Southern California among a grove of oak trees, we are a year-round park offering camping close to the Temecula wine country, beautiful Vail Lake, and miles of mountain bike, horse, and hiking trails. If you enjoy meeting new people, working in a fun yet challenging environment, and helping families create memories to last a lifetime we want to talk to you!
NewSales Front Desk Specialist - Northstar Lodge $25/Hourly Hyatt Vacations OwnershipSales Front Desk Specialist - Northstar Lodge $25/HourlyTruckee, CARead and visually verify information in a variety of formats; move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance; stand, sit, or walk for an extended period of time. Responsible for the input and management of all direct tours and sales wave availability to include new tour bookings, reschedules and cancels.
Front Desk Operations Supervisor Marriott Vacations WorldwideFront Desk Operations SupervisorNewport Coast, CAActively listen and respond positively to owner/guest questions, concerns, and requests using brand or property specific processes to resolve issues and delight owners and guests. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
NewDirector of Front Office Hyatt Vacations OwnershipDirector of Front OfficeEscondido, CAOR. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
NewSenior Product Manager - Visa Payment Passkey Visa Technology and Operations LLCSenior Product Manager - Visa Payment PasskeySan Francisco, CA$169,100–$270,800 / yearMasters, MBA, JD, MD) or 3 or more years of experience with a PhD • 5+ years of experience building direct to consumer digital products • Proficient in Figma (or equivalent design tools) to design basic UI flows • Hands-on experience with A/B testing and cohort analysis • Strong technical knowledge of frontend and backend architecture • Experience in data and hypothesis driven product development 7+ years of experience building direct to consumer digital products • Prior experience building checkout flows for e-commerce merchants or marketplaces is a big plus • Ability to independently write and execute SQL queries. Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
NewAssistant Guest Experience Manager The Estate YountvilleAssistant Guest Experience ManagerYountville, CA$62,400–$72,800 / yearHandle guest inquiries, complaints, and requests, escalating issues as needed to ensure resolution Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met efficiently Assist in managing room inventory and rate strategy to maximize revenue and occupancy Conduct regular audits of front office procedures and systems to ensure accuracy and compliance Assist in implementing and enforcing hotel policies and procedures related to front office operations Provide support to the Guest Experience Manager in administrative tasks, such as report generation and budget management REQUIRED QUALIFICATIONS Bachelor's degree in Hospitality Management or related field preferred Minimum of 2 years of experience in front office operations, with supervisory experience preferred Strong leadership and interpersonal skills Excellent communication and customer service skills Proficiency in hotel management software and Microsoft Office Suite Ability to multitask and prioritize tasks effectively in a fast-paced environment Flexibility to work varying schedules, including nights, weekends, and holidays Knowledge of hotel policies, procedures, and safety regulations Attention to detail and problem-solving abilities PHYSICAL REQUIREMENTS Ability to stand and walk for extended periods of time, including during long shifts Ability to sit for extended periods of time while working at a computer Frequent use of hands and fingers for typing, data entry, and handling office equipment Ability to lift and/or move up to 20 pounds occasionally (files, office supplies) The above is intended to describe the general content of and requirements for the performance of this job. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities – the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary.
Guest Relations Manager Marriott Vacations WorldwideGuest Relations ManagerNewport Coast, CAUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Maintains a bold 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.
NewMaintenance- Sign on Bonus Residence Inn SalinasMaintenance- Sign on BonusSalinas, CACompensation Type: Hourly Highgate Hotels: Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
Front Desk Manager Hyatt Hotels CorpFront Desk ManagerCASupporting Management of Front Desk Team oUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. oHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.oSupervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Taskforce - Assistant Front Desk Manager Davidson Hospitality GroupTaskforce - Assistant Front Desk ManagerMonterey, CaliforniaThe Taksforce Assistant Front Office Manager is responsible for assisting the Front Office Manager in the supervision of the entire front office operations to ensure profitability, exceptional service, quality and value to each guest throughout their stay. Apply now to embark on a rewarding career at Hyatt Regency Monterey Hotel and Spa on Del Monte Golf Course and contribute to our legacy of delivering exceptional hospitality!
Front Desk Manager Davidson Hospitality GroupFront Desk ManagerWest Hollywood, California$80,000–$85,000A trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville, Davidson offers a unique entrepreneurial management style and owners' mentality that provides the individualized personal service of a small company, enhanced by the breadth and depth of skill and experience of a larger company. In keeping with the company's heritage of delivering value to its owners and team members, Davidson offers a rich benefit program with a variety of benefits designed to enrich the lives and well-being of our team members and their families.
Front Desk Manager Paradise Point Resort & SpaFront Desk ManagerSan Diego, CaliforniaFull timeA trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville, Davidson offers a unique entrepreneurial management style and owners’ mentality that provides the individualized personal service of a small company, enhanced by the breadth and depth of skill and experience of a larger company. In keeping with the company’s heritage of delivering value, Davidson is comprised of four highly specialized operating verticals: Davidson Hotels, Pivot, Davidson Resorts and Davidson Restaurant Group.
Front Desk Manager AvalonBay Communities IncFront Desk ManagerSan Francisco, CAAvalonBay Communities is searching for a dedicated and highly organized Front Desk Manager to oversee the daily operations of the front desk at one of our apartment communities and ensure our residents experience nothing short of luxury living. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated.
Front Desk Manager -- Salary $75 to $82K with Bonus Sonesta International Hotels CorporationFront Desk Manager -- Salary $75 to $82K with BonusSan Francisco, CaliforniaThis role is responsible for managing guest services, coaching and developing staff, resolving guest concerns, maintaining operational procedures, and supporting hotel revenue and quality goals. The Clift Royal Sonesta San Francisco is seeking an experienced, service-driven Front Desk Manager to lead our Front Office team and deliver exceptional guest experiences.
Front Desk Manager -- Salary $75 to $82K with Bonus Sonesta Great Bay Beach Resort & CasinoFront Desk Manager -- Salary $75 to $82K with BonusSan Francisco, CAThis role is responsible for managing guest services, coaching and developing staff, resolving guest concerns, maintaining operational procedures, and supporting hotel revenue and quality goals. The Clift Royal Sonesta San Francisco is seeking an experienced, service-driven Front Desk Manager to lead our Front Office team and deliver exceptional guest experiences.
Front Desk Manager - InterContinental Los Angeles Downtown InterContinental Hotels Group PlcFront Desk Manager - InterContinental Los Angeles DowntownLos Angeles, CA$70,304–$74,000 / yearAn employee's pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. Ideally placed at the heart of the revitalized, energy-charged urban center of the United States' second-largest city, the hotel provides first-class hospitality that seamlessly intertwines with the fabric of the burgeoning Downtown area.
Front Desk Manager Sage Hospitality Resources LLCFront Desk ManagerSonoma, CA$72,000–$75,000 / yearEnsures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
Front Desk Manager Golden State Orthopedics & SpineFront Desk ManagerLos Gatos, CaliforniaThe Front Desk Manager is responsible for overseeing the daily operations and front desk staffing across multiple office locations, ensuring consistent service excellence, efficient workflow, and optimal coverage to support patient access and satisfaction. Overseeing daily front desk operations to ensure efficient patient check-in/check-out, accurate data collection, and timely patient flow.
Front Desk Manager for Ophthalmology Office Emerald Eye Center IncFront Desk Manager for Ophthalmology OfficeEncino, CAOur patients love us for our compassionate approach and state-of-the-art technology, while our employees appreciate a supportive work environment that values professional growth and teamwork. Join the Emerald Eye Center Inc. as a Front Desk Manager, where you'll be the welcoming face of our ophthalmology practice in Encino, CA.
Front Desk Manager on Duty, San Ramon Equinox Holdings IncFront Desk Manager on Duty, San RamonSan Ramon, CAIn addition to Equinox, our other brands, SoulCycle and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Our portfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and Vancouver.
NewFront Desk Manager on Duty, Playa Vista - New Club Equinox Holdings IncFront Desk Manager on Duty, Playa Vista - New ClubLos Angeles, CAIn addition to Equinox, our other brands, SoulCycle and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. Our portfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and Vancouver.
Front Desk Manager Merritt Hospitality, LLC d/b/a HEI Hotels & ResortsFront Desk ManagerPasadena, CAFull timeKnowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Front Desk Manager Marriott International IncFront Desk ManagerLos Angeles, CAUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Front Desk & Office Manager MonarchFront Desk & Office ManagerSan Francisco, CaliforniaSupport onboarding of new patients - putting new patient demographic information into the EMR system and sending intake forms to the patient to complete. Assist with printing superbills for patients and payment collection for non-membership covered services.
Front Desk Manager on Duty, San Ramon EquinoxFront Desk Manager on Duty, San RamonSan Ramon, CAPart timeFor more information regarding our career opportunities, please visit one of our clubs or our website at https://careers.equinox.com/ . In addition to Equinox, our other brands, SoulCycle and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life.
Front Desk Manager on Duty, Santa Monica EquinoxFront Desk Manager on Duty, Santa MonicaSanta Monica, CAFull timeIn addition to Equinox, our other brands, Blink, Pure Yoga, SoulCycle, Furthermore, and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great results.
Front Desk Manager- The Ahwahnee Hotel- Yosemite AramarkFront Desk Manager- The Ahwahnee Hotel- YosemiteCA$70,304–$72,000 / yearThe Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, smooth check-in/check-out processes, and efficient communication between guests and hotel departments. Front Desk Systems & Technology: Ensure proper usage and operation of the hotel's Property Management System (PMS), ensuring data is entered accurately and in a timely manner.
Front Desk Manager Crescent CareersFront Desk ManagerSanta Monica, California3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Front Desk Manager Crescent Hotels & Resorts LLCFront Desk ManagerSanta Monica, CAPart time3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Front Desk Manager SPENGA Los GatosFront Desk ManagerLos Gatos, CAWith 70+ studios running and 340+ territories sold, we are continuously building our teams of instructors, salespeople, managers, and operators, to prepare for expansion. Compensation: starting at $18.00 per hour + commission; includes unlimited membership for you and a Plus-one family member or domestic partner if working 2 shifts or more a week.
Assistant Property Manager/Front Desk - 6th Street Place (Sign-On Bonus $2,000) Mercy Housing IncAssistant Property Manager/Front Desk - 6th Street Place (Sign-On Bonus $2,000)Los Angeles, CA$24–$26 / hourThe Assistant Property Manager/Front Desk position assists the property manager in the day-to-day front-line operations of the property in these primary duties: prepare and schedule Desk Clerks ensuring adequate coverage and replacements when needed, train and motivate all new clerks, and monitor the traffic in and out of the building. At Mercy Housing, we are on a mission to redefine affordable, low-income housing and create a more humane world where communities thrive, and all individuals can realize their full potential.
Assistant Property Manager/Front Desk - Marlton Manor Mercy Housing IncAssistant Property Manager/Front Desk - Marlton ManorSan Francisco, CA$22–$24 / hourThe Assistant Property Manager/Front Desk position assists the property manager in the day-to-day front-line operations of the property in these primary duties: prepare and schedule Desk Clerks ensuring adequate coverage and replacements when needed, train and motivate all new clerks, and monitor the traffic in and out of the building. At Mercy Housing, we are on a mission to redefine affordable, low-income housing and create a more humane world where communities thrive, and all individuals can realize their full potential.
Hotel Front Desk Bay Club CoHotel Front DeskWalnut Creek, CABe knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests questions and market all services to guests. These associates are responsible for providing the highest level of member and guest service, registering guests, assigning rooms, securing payment, issuing room keys, and offering further assistance.
Front Desk Supervisor (Hotel Solea) Grand Pacific Palisades ResortFront Desk Supervisor (Hotel Solea)Carlsbad, CAIn addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: This position will require associate to train during the overnight hours in order to have a clear understanding and successfully complete a Night Audit shift when the need should arise. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly.
Front Desk Overnight Supervisor, (Full Time) Rebel Hotel CompanyFront Desk Overnight Supervisor, (Full Time)Santa Barbara, CaliforniaThe ability to ensure adherence to all credit procedures in the Front Office; review High Balance Report and follow up on credit problems with Credit Manager and Front Office Manager. The ability to inspect guest rooms and tour the hotel as trained by the Front Office Manager and to fill our maintenance work orders as well.
Front Desk Supervisor Grand Pacific Palisades ResortFront Desk SupervisorCarlsbad, CAEducation, Skills & Experience: The ideal candidate must be a detail oriented, thorough, and professional individual who consistently provides exemplary customer service to guests, owners, management and associates. Primary Essential Functions: All associates are obligated to support and uphold the values, expectations, policies, and procedures of Grand Pacific Resorts as outlined in the Employee Handbook.
Front Desk Agent - AC Hotel San Diego Gaslamp Quarter Pyramid Hotel GroupFront Desk Agent - AC Hotel San Diego Gaslamp QuarterSan Diego, CAIn offering a warm welcome to our hotel/resort, the Guest Services Agent assists with the unloading of guest's luggage and provides a source of knowledge for the guest for everything about the hotel, its amenities, and the local area as they assist the guest to their room. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide.
Front Desk Supervisor La Jolla Beach & Tennis Club PartnersFront Desk SupervisorLa Jolla, CaliforniaOur family of properties includes the iconic La Jolla Beach & Tennis Club , a private oceanfront club with world-class tennis courts and direct beach access; the inviting La Jolla Shores Hotel , a beachfront getaway beloved for its relaxed coastal charm; and the internationally acclaimed Marine Room , celebrated for its fine dining and dramatic surfside views. The La Jolla Shores Hotel Front Desk Supervisor supervises the Front Desk in its day-to-day operations and helps ensure overall guest satisfaction by solving problems and providing exemplary customer service.
Front Office Manager Millennium Hotels and ResortsFront Office ManagerLos Angeles, CAAs part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.". Located in the heart of downtown Los Angeles, this historic landmark hotel is known for its iconic architecture, grand ballrooms, and legacy of hosting world-class events.
Front Desk Supervisor The Westin Palo AltoFront Desk SupervisorPalo Alto, CaliforniaThe Front Desk Supervisor at The Westin Palo Alto is responsible for overseeing the daily operations of the front desk and ensuring that guests receive exceptional service throughout their stay. This individual contributor role requires excellent customer service skills, strong leadership abilities, and the ability to work in a dynamic and fast-paced environment.
Front Desk Supervisor Oasis at Death Valley Xanterra Leisure Holding LLCFront Desk Supervisor Oasis at Death ValleyCAThe Details:Position Type: Full-time Year-roundStart Dates: As soon as possible on next available check in date (approximately three weeks)Pay: $18.15/hrSchedule: Typical schedule is 40 hours, 5 days/per week (may include weekends, evenings, and holidays). Job Summary:Front Desk Supervisor is responsible for managing all aspects of the front desk including guest check in/check out, training new employees, handling guest complaints and managing reservations.
NewFront Desk Supervisor - 197 - Residence Inn & Fairfield Inn Tustin (Tustin, CA) Huntington Hotel GroupFront Desk Supervisor - 197 - Residence Inn & Fairfield Inn Tustin (Tustin, CA)Tustin, CATo coordinate shift operation in accordance with corporate and local SOP’s emphasizing guest hospitality by motivating and directing employees to work as a team thereby presenting a professional, aggressive and well trained staff. While performing the duties of this job, the associate regularly works near moving mechanical parts, in outside weather conditions, and is regularly exposed to vibration.
Front Desk Supervisor - 191 - 8651 Spectrum Center Blvd, San Diego, CA (San Diego, CA) Huntington Hotel GroupFront Desk Supervisor - 191 - 8651 Spectrum Center Blvd, San Diego, CA (San Diego, CA)San Diego, CATo coordinate shift operation in accordance with corporate and local SOP’s emphasizing guest hospitality by motivating and directing employees to work as a team thereby presenting a professional, aggressive and well trained staff. While performing the duties of this job, the associate regularly works near moving mechanical parts, in outside weather conditions, and is regularly exposed to vibration.
Front Desk Supervisor Hyatt Hotels CorpFront Desk SupervisorOntario, CA$56,750–$67,050 / yearLouis, MO, US Assistant Front Office Manager Dream Nashville | Nashville, TN, US Assistant Front Office Manager | Salary range $56,750-67,050/year Hyatt Regency Baltimore Inner Harbor | Baltimore, MD, US. As a Night Audit Agent, youll be at the forefront of our guest journey-offering a warm welcome, assisting with their needs, and setting the tone for a memorable stay.
Front Desk Clerk (Guest Experience Specialist - 198-Courtyard by Marriott/Residence Inn Oceanside (Oceanside, CA) Huntington Hotel GroupFront Desk Clerk (Guest Experience Specialist - 198-Courtyard by Marriott/Residence Inn Oceanside (Oceanside, CA)Oceanside, CAWhether handling operational needs, addressing guest requests, completing reports, supporting food and beverage service when needed, or sharing local highlights, you help make every interaction feel like part of the experience. Huntington Pacific Hotels LLC manages and develops Marriott- and Hilton-branded hotels with a focus on strong operations and memorable guest experiences.
Front Desk Clerk (Guest Experience Specialist - 197 - Residence Inn & Fairfield Inn Tustin (Tustin, CA) Huntington Hotel GroupFront Desk Clerk (Guest Experience Specialist - 197 - Residence Inn & Fairfield Inn Tustin (Tustin, CA)Tustin, CAWhether handling operational needs, addressing guest requests, completing reports, supporting food and beverage service when needed, or sharing local highlights, you help make every interaction feel like part of the experience. Huntington Pacific Hotels LLC manages and develops Marriott- and Hilton-branded hotels with a focus on strong operations and memorable guest experiences.
Hotel Front Office Manager Hilton Garden Inn VisaliaHotel Front Office ManagerVisalia, CaliforniaThe ideal candidate will be responsible for overseeing a team of front desk staff, greeting guests, addressing guest inquiries and complaints, and ensuring a professional lobby environment. Process guest check-ins, confirm reservations, assign rooms, and issue room keys.
Hotel Front Office Manager Homewood Suites Santa Clarita- ValenciaHotel Front Office ManagerSanta Clarita, CaliforniaThe ideal candidate will be responsible for overseeing a team of front desk staff, greeting guests, addressing guest inquiries and complaints, and ensuring a professional lobby environment. Process guest check-ins, confirm reservations, assign rooms, and issue room keys.
Front Desk Supervisor HEI Hotels and ResortsFront Desk SupervisorAnaheim, CaliforniaLocated steps from Disneyland® Resort, the Anaheim Convention Center, and the vibrant Anaheim Garden Walk, our modern, design-forward hotel offers associates the opportunity to create meaningful guest experiences at one of Southern California’s premier destinations. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.