Job description

POSITION SUMMARY

Coordinates Front Office activities of Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors/colleagues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hires, trains and supervises the Front Office staff, conducts performance evaluations; coaches/counsels employees when necessary.
• Plans, organizes, assigns and coordinates the daily activities and any special projects for the staff to ensure compliance with the Hotel’s guest service standards.
• Regularly monitors the payroll budget to ensure labor costs are aligned with the forecast.
• Fields guest complaints, conducting thorough research to develop the most effective solutions.
• Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.
• Inputs and retrieves information from the computer system for file maintenance, correspondence and preparation of all Front Office reports.
• Regularly conducts Front Office staff meetings for the purpose of keeping the staff informed, to provide training initiatives, and to create a positive work environment.
• Establishes and maintains policies and procedures for the Front Office operation, remaining consistent and holding each colleague to the same standard.
• Assigns duties and shifts to the staff and observes performances to ensure adherence to Hotel policies and established operating procedures.
• Confers and cooperates with other department heads to ensure coordination of activities.
• Meets and personally greets VIP Guests, whenever possible.
• Prepares the weekly schedule and makes modifications, by regularly monitoring the house count and making adjustments accordingly to meet the needs of business.
• Reviews, revises and approves daily payroll reports as needed.
• When necessary, performs the duties of his/her subordinates.
• All other duties as assigned by the supervisor

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Front Office staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to use a moderately complex computer system.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property.
• The ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English.
• Ability to write reports, correspondences, memos and employee performance evaluations.
• Ability to calculate figures and amounts such as discounts, interest and commissions by applying basic math skills.
• Ability to solve problems and deal with variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Working knowledge of Microsoft Word processing software and Excel spreadsheet software, in addition to a proficiency with Property Management Systems (preferably OPERA).
• Meets legal age requirements for the position.

EDUCATION/EXPERIENCE
Any combination of education and experience that provides the required knowledge skills and abilities. High school degree is required. B.A. degree or A.A degree is preferred. Previous experience as a Front Office Manager or Assistant Front Office Manager is required.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions.

The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger/handle/feel, reach with hands and arms, and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Job Type: Full-time

Pay: $20.00 - $35.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• 8 hour shift

Supplemental pay types:

• Tips

Education:

• High school or equivalent (Preferred)

Experience:

• Front desk management: 1 year (Preferred)

Work Location: One location

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