Position reports to Rooms Division Manager
DUTIES & RESPONSIBILITIES:
•Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage.
•Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues.
•Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
•Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, special needs or requests and follow up on execution.
•Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manage labor costs and expenses within budget.
•Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
•Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
•Throughout shift 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. Correct any deficiencies. Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
•Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Food and Beverage, Housekeeping, and Maintenance.
•Will serve as “manager on duty” as required. Accountability: This job is responsible for managing front desk operations for all shifts at a 250+ room hotel, and may include a significant number of Preferred and VIP guests. Typically supervises a shift of front office employees while also performing Front Desk duties.
Previous supervisory experience is preferred.