Job description
Job purpose: To maintain a high quality of services offered to guests through management of the functional areas of the front office.
Job Responsibilities:
1. Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
2. Maintain Brand standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
3. Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
4. Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
5. Receive departmental related guest complaints and ensures corrective action is taken.
6. Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
7. Required to exemplify brand standard and in-house policy requirements.
8. Handle all employee issues as they arise. Be proficient with Human Resources.
9. Responsible for all safety and security at hotel, including, but not limited to, fire
alarm and sprinkler systems, emergency action plans, evacuation plans, monthly
safety meetings, guest and employee security, and all loss prevention.
10. Keep Service Scores at the level set by the General Manager as acceptable by:
- Maintaining appearance of hotel to an excellent level
- Continual training of staff on service policies and brand standards
- Dealing with all guest issues in a timely manner, and keeping up to date
with brand service issues.
11. Pass all Brand Quality Inspection Visits with acceptable or better.
12. Assists GM with administrative duties.
13. Responsible for all cash management and accounting at the hotel level.
14. Other duties as assigned.
15. Proficient with Human Resources.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:
1. Must have two (2) or more years’ prior guest service experience, preferably in hospitality.
2. Must have basic computer knowledge and organizational skills.
3. Must have excellent written and verbal communication and organizational skills.
4. Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
5. Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
6. Must have the ability to apply commonsense understanding to carry out instructions given.
7. Must have the ability to comply in standardized situations with only occasional or no variables.
8. Must have the ability to work flexible shifts.
9. Must have the ability to maintain and/or create a harmonious working relationships.
10. Must have the ability to effectively manage and handle stress.
11. Must have excellent time management skills.
12. Must be a self starter.
13. Must be a team player who radiates positivity to all.
Job Type: Full-time
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- Employee discount
- Paid time off
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekends as needed
Experience:
- hotel: 2 years (Preferred)
Work Location: In person