This position is responsible for managing the operation of the hotel’s front desk and the administration of the front office in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security while managing costs within budgetary guidelines;
responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for PBX, reservations and guest check-in / out.
It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.
Manage departmental expenses within budged guidelines. Explain causes for any budget variance, and take corrective action to avoid future variance occurrences.
Train front desk staff in technical duties (including front office operation and central reservation systems) and proper guest service skills.
Assist the General Manager with training FDSRs on proper revenue management procedures, including successful selling techniques, current specials and / or promotions, and rate structure and yield management policies.
Assist the General Manager with competitive analysis and rate surveys.
Perform assigned administrative and financial duties such as daily reports, credit card reversals, bank deposits, city ledger, accounts receivables, travel agent research, lost and found, rooming lists and office supply inventory while protecting the safety of employees and guests.
Supervise and perform FDSR and Night Auditor duties.
Respond, as needed, to any upset guests or difficult situations. Ensure all guest service issues are resolved prior to guests leaving the property.
Ensure that the front desk staff receives satisfactory guest satisfaction, product quality, and / or mystery shopper scores.
Take corrective action to improve any deficiencies.
Be available to work a flexible schedule.
Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.
Serve as Manager-on-Duty in the absence of the General Manager.
Recruit, hire, train, and retain Front Office employees to deliver exceptional guest service and a quality product that will lead to achieving EBITDA goals.
Maintain an acceptable level of turnover.
Train and empower FDSRs to successfully handle guest needs, special requests, and complaints.
Advise and consult with General Manager and Human Resources regarding poor employee behaviour and violation of performance standards;
provide counselling and / or discipline as needed.
Safety and Security
Perform work duties in accordance with Company safety and security policies and procedures, and other applicable state and local regulations.
Report and store lost-and-found items in accordance with hotel procedures.
Education & Experience
MINIMUM EDUCATION :
High school diploma or equivalent.
MINIMUM EXPERIENCE :
Previous hotel and supervisory experience is required.
MINIMUM SKILL REQUIREMENTS :
Must be proficient in the use of common Microsoft Office applications, including Word, Excel, and Outlook.
Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
Must display very good organization and time management skills.
Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
Must have sound judgment and discretional skills and be able to work with little supervision.
Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
Must be able to work with sensitive and confidential material.
Must be able to speak, read, write, and understand English.
Must have a clean driving record and a valid, current, and non-probationary driver’s license.
Obtain any locally required certifications.
Demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.