GENERAL DUTIES:
To train and supervise the front desk team including the Night Auditors, maintain guest relations by pro-active approach to cleanliness of guestrooms and public areas to strive towards total guest satisfaction. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Front Office Supervisor needs to be able to perform in all front office functions. Total responsibility for hiring, training and development of all associates working for the front office and drivers. Assist the General Manager in all areas to ensure smooth operations.
SPECIFIC DUTIES:
- You are responsible to handle Accounts Receivables. All Direct Bill Accounts must be billed every 3 weeks. Please follow up on all accounts and keep them in current status. Please notify GM if you are having trouble collecting payments in a timely fashion.
- Monitor all employees’ performances and do 90-days and annual evaluations of all front desk employees.
- Schedule , Training, and hire staff.
- Create procedures to avoid chargeback’s
- Respond to charge backs
- Ensure that all front desk employees wear the appropriate uniforms and nametags.
- Maintain inventory of all front desk supplies and order accordingly. (Do not over order)
- Cover front desk shifts as and when needed. Please cover every front desk person’s lunch or dinner break.
- Prepare a new hire-training program.
- Maintain a professional and open communication between front desk and other departments of the hotel.
- Handle guest complaints, reviews and resolve matters to guests’ satisfaction in a timely fashion.
- Responds to All Social media reviews.
- Train and supervise staff to meet IHG’s entire enrollment, check in standards etc.
- Train and supervise staff to maximize revenues. (upsell)
- Employee Rates, Friends & Family, and Complimentary Rooms must have GM’s approval.
- Prepare and Update Meetings and Groups Tracker daily when required. (Working Close with Director of Sales).
- Accidents and incidents must be reported immediately. A detailed report must be made by the Manager on Duty within 24-hours.
- Any adjustment over $100 must be communicated to the GM.
- Responsible for the smooth, efficient and professional operation of the front office areas.
- Ensures that all procedures and policies are in place and followed.
- Conducts audit and controls on a regular basis. Communicates with the GM in case of any irregularities; coaches and counsels associates whenever appropriate.
- Ensure all IHG complaints and reviews are responded too
- Ensures good communications between the departments.
- Strictly follows bank-out procedures and cash handling procedures.
- Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
- Trains and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
- Ensures that recognition programs for both guest and associates are in place and working.
- Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
- Communicates with front desks about daily audits and controls, so all are informed about proper procedures.
- Initiates additional tasks to improve existing procedures and guest satisfaction.
- Resolves system problems and can operate the system manually. Can lead the staff through a down time.
- Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
- Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
- Have plans and actions in place to meet goals and mission of the company and the hotel.
- Reprimand employees when necessary
- Train staff on emergency procedures.
- Ensure that all inventories is balanced and group blocks are washed.
- Confirm that all no shows are being charged.
- Work closely with Sales Manager complete Meeting and Group Tracking for weekly managers meeting.
- RESPONSIBILITIES:
- Be well groomed and conform to the hotel's dress code.
- Be informed about daily operations and events.
- Be highly visible during extraordinary events.
- Be familiar with sales strategies; communicate daily with reservation sales.
- Develop a thorough knowledge about all brands in IHG’s portfolio.
- Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
- Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
- Be knowledgeable about all emergency plans and know how to act upon them.
- Report any unusual occurrences immediately to the General Manager.
- At all times strive to represent IHG in the most professional and courteous manner.
- Job Requirements:
- Minimum of 1 year experience as an FOM in the hotel industry REQUIRED.
- Prior management experience with upscale, midscale, or extended-stay hotels a plus.
- Must be highly motivated, self-directed, with strong initiative and desire for achievement.
- Exceptional customer service skills required.
- Must possess strong computer skills.
- Strong understanding of accounting procedures also a plus!
- Excellent communication and presentations skills required.
- Must be flexible and willing to work evenings & weekends.
Must be a leader, a driver, and bottom-line oriented.We are pleased to offer a wide array of Company sponsored benefits including:Salary Range: $70,000-75,000
- Medical
- Vacation and Sick Time
- Travel Discounts
Job Type: Full-time
Pay: $70,000.00 - $75,000.00 per year
Work Location: In person
