GENERAL PURPOSE
Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, Management Company and Owners) satisfaction and quality service while meeting/exceeding financial goals.
Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: Guest Service Agents, Bell Staff, Night Auditors, PBX Operations. Participates in total hotel management as a member of the senior leadership.
ESSENTIAL DUTIES/RESPONSIBILITIES
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Assist with the development and training sessions for hotel front office personnel on all aspects of the operation including guest service and maintaining service standards.
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Communicate with the Director of Operations on all guest and employee concerns & challenges.
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Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
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Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
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Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
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Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
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Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
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Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
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Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
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Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
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Handle all incoming reservation requests as needed. (Obtaining the sale as well as selling the hotel at all times)
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Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last.)
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Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
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Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
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Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
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Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
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Maintains a friendly, cheerful and courteous demeanor at all times.
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Performs other duties as assigned, requested or deemed necessary by management.
SUPERVISORY RESPONSIBILITIES
Direct supervision of all desk clerks, night auditors, bell staff, PBX operators.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
Oversees all day-to-day operations of Front Office staff, ensuring that all established front office and hotel policies are followed. Represent the hotel as MOD during scheduled shifts in absence of senior leadership.
OTHER DUTIES/RESPONSIBILITIES
Is well groomed and in professional business attire or uniform with name tag at all times. Has a friendly and personable attitude with each encounter.
Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
JOB QUALIFICATIONS - KNOWLEDGE & SKILLS
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Must have total understanding of all hotel’s front office procedures.
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Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of Opera systems.
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Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
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Must be fluent in oral and written English. Excellent writing skills
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Must have vision ability to read written communiques and monochrome computer screen.
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Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
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Excellent communication skills both in person as well as on the telephone. Team leader and innovator relating to others. Computer skills, excellent verbal and written skills. Required to act as a sales representative.
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Skilled in Front Office operations systems. Pep is preferred, but not required. Hilton Operations is a plus but not required. required. Must be computer savvy
QUALIFICATIONS:
Requires 3-5 years’ experience in a hotel Front Office position. Previous experience as a supervisor preferably in a service or hospitality business. Training experience strongly preferred.
Minimum 1-2 years previous experience as a front office supervisor or lead role is preferred.
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Requires advanced knowledge of the principles and practices within the hospitality industry.
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This includes experiential knowledge required for management of people and complex problems.
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Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
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Ability to make decisions with only general policies and procedures available for guidance.
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Senior management skill set.
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Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
Physical Demands
The physical demands and environmental factors 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.
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Ability to continuously stand for extended periods of time.
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Use of hands, fingers, and forearms to operate computer is repetitive.
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Occasional sitting for completion of paperwork.
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Ability to push/pull cart as needed.
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Ability to lift or move objects up to 20 lbs.
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Standing and walking is continuous for 4-5 hours at a time.
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Standing, walking, bending, kneeling, and ascending and descending stairs are repetitive movements.
United Service Companies is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of United Service Companies to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. United Service Companies also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.
