JOB OVERVIEW:
style="margin-right: -0.9pt;">
Assist in managing all aspects of the front office
areas which may include but is not limited to guest registration, bell services,
concierge services, business center, telephone services, and guest reservations
to ensure guest satisfaction and maximize hotel profitability.
Adhere to all brand standards and desk
merchandising. Serve as Front Office Manager in his/her
absence.
style="margin-right: -27pt;">
DUTIES
AND RESPONSIBILITIES:- Assist in managing the day-to-day activities of the Front Office
staff. Schedule employees to ensure proper
coverage. -
style="font-family: "Arial Narrow", sans-serif;">Recommend and/or
initiate salary, disciplinary, or other staffing/human resources-related actions
in accordance with Company rules and policies. Alert
management of potentially serious issues. -
style="font-family: "Arial Narrow", sans-serif;">Ensure all staff
is properly trained on systems, security and cash handling procedures,
and service standards and have the tools and equipment needed to effectively
carry out their job functions. - Ensure guests receive prompt,
professional attention and personal recognition. Ensure
guests are greeted upon arrival. Respond appropriately
to guest complaints. Implement appropriate
service recovery gestures in order to ensure total guest
satisfaction. - Schedule and regularly conduct routine
inspections of the front office and public areas to ensure the appearance
of such areas reflects highly on the hotel, brand, and Company.
Assist in creating and implementing action plans to correct
deficiencies. -
style="font-family: "Arial Narrow", sans-serif;">Assist in monitoring
and controlling labor costs and expenses, and achieving revenue
and profitability goals. -
style="font-family: "Arial Narrow", sans-serif;">Assist in maintaining
procedures for security of monies, credit and financial transactions, and guest
security. Check billing instructions and guest credit
for compliance with hotel credit policy - Train appropriate staff on procedures
for PBX to serve as a central communications point during emergency/crisis
situations. -
style="text-align: justify;">Promote teamwork and quality service through daily communication
and coordination with other departments. Key departmental
contacts include Accounting, Revenue Management, Sales and Marketing, Catering,
Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts:
style="list-style-type: circle;">
- Guests – to ensure their total
satisfaction - Regulatory agencies – regarding safety and emergency
matters - Other contacts as needed (professional organizations, community
groups, local media)
May serve as “manager on duty”
as required.Perform other duties as assigned including assisting staff
with their job functions during peak periods.
style="margin-right: -27pt;">
style="font-family: "Arial Narrow",
sans-serif;">ACCOUNTABILITY:
style="margin-right: -27pt;">
This job is the second in command in Front Office operations in
a large full-service, luxury, resort, or major flagship hotel with an extensive
range of facilities and services. Typically
supervises front desk agents, and/or bell-persons, doorpersons, reservationists,
concierge representatives, PBX, etc.
Qualifications
and Requirements:
Bachelor’s degree in Hotel Management, Business Administration
or related field plus two years front office/guest services experience including
supervisory experience, or an equivalent combination of education
and experience. Must speak fluent English.
Other languages preferred.
This
job requires ability to perform the following:
style="list-style-type: disc; padding-left: 48px;">
Frequently standing up behind the desk
and front office areas
Carrying or lifting items weighing up to 50
pounds
Handling various objects
style="margin-bottom: 0.0001pt; margin-right: -27pt; margin-top: 0in;">
style="font-family: "Arial Narrow", sans-serif;">Use a keyboard
to operate various property management and reservations systems,
etc.
style="margin-right: -27pt;">
Other:
style="margin-right: -27pt; vertical-align: baseline;">Communication skills are utilized
a significant amount of time when interacting with others; demonstrated ability
to interact with guests, employees and third parties that reflects highly on
the hotel, the brand and the Company.- Reading and writing abilities are utilized often when completing
paperwork and management reports, interpreting results, giving and receiving
instructions, and training
style="margin-right: -27pt;">Mathematical skills, including basic math, budgeting, profit/loss
concepts, percentages, and variances are utilized frequently.
style="margin-right: -27pt;">Problem solving, reasoning, motivating, organizational and training
abilities are used often. - May
be required to work nights, weekends, and/or holidays.
