JOB OVERVIEW:
Supervise the Front Office staff, including Front Desk Managers, Bell Staff, and Guest Response department in the daily shift operations. Aid in the administration of the Front Office department to achieve customer satisfaction, quality service and compliance with corporate policies and procedures while meeting and exceeding financial goals. This position is intended to offset the Director of Front Office and Front Office Manager’s schedule to provide high management visibility and improved guest service. As such, this position will be scheduled in evenings, overnight and on/or weekends.
DUTIES AND RESPONSIBILITIES:
- Position is responsible for the short-term planning and day-to-day operations of the Front Office Department. Recommend procedural changes.
- Aids in the administration of the Front Desk, Guest Response, Bell Stand, Concierge, Valet and Transportation.
- Implements and monitors the Department's budget and manages expenses within approved budget constraints.
- Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality.
- Supervise the Front Office employees, including the Front Desk Management staff; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications, and recommend discipline as appropriate.
- Aid in the implementation and administration of company programs. Ensure compliance with LSOP’s and SOP’s to ensure an optimal level of guest and associate satisfaction.
- Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Qualifications and Requirements:
Education: Two-to-four-year college degree or equivalent education/related experience
Experience: From two to three years of full-time employment in a related position with hotel experience.
Hours Required: Day, evening, or overnight shift and weekends per business demand. Schedule will offset that of the Director of Front office and Front Office Manager.
- Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the hotel.
- Requires supervision/management skills.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Ability to communicate in English. Second language desirable.
- Ability to handle cash and credit transactions.
- Ability to enforce all company rules and SOPs.
STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.
Pay: $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
