Job Description

GENERAL PURPOSE

Oversee all Front Office operations to ensure profitability, control costs, quality standards, and total guest satisfaction.

ESSENTIAL DUTIES/RESPONSIBILITIES

Maintains all standard of guest service.

Manage and motivate all Front Office personnel with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide the very best in guest satisfaction.

Receive and resolve all departmental guest complaints in a timely manner and within the guidelines of the company.

Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports (including rate and availability calendar).

Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.

Implement and monitor all corporate marketing programs.

Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary.

OTHER DUTIES/RESPONSIBILITIES

Regular attendance in conformance with the standards is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees required to fully comply with the conduct and safety, rules, regulations, policies and procedures according to the Employee Handbook. Employees who violate these rules will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Perform room inspections, which require bending stooping, reaching overhead and moving throughout guest floors.
• Assists in check in/check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests.
• Participates in Manager on Duty program requiring working second shift, constant monitoring throughout the hotel and troubleshooting problems.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodation, using some other combination of skills and abilities.

• Must have considerable knowledge of computer systems for registration, reservations and back up systems.
• Must have above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate with guests and employees
• Thorough organization and supervisory skills proficient in accomplishing a task.
• Ability to develop subordinates to enhance advancement in the hotel and the company.
• Must have the ability to analyze complex statistical date and make judgments accordingly.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to multi-task.
• Must have strong customer service skills.

QUALIFICATION STANDARDS

Education:

College education and a minimum of three years of hospitality experience preferred. Other combinations of education, training or experience that provides the required knowledge, skills and abilities may be considered.

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