Qualifications
- High School diploma or higher-level education
- 3 years of hotel front office experience with a minimum of 1 year at the supervisory level
- Salaried Employees: Must be willing to work 50+ hours per week; at a minimum of 5 days per week
- Willing to work the evening shift
- Process reservations received from sales office and other hotel departments
- Have complete knowledge of room types and offered rate plans
- Process cancellations and modifications to reservations
- Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates
- Effective communication skills
- Open with praise, discrete with criticism
- Self-motivated
- Effective leadership skills
- Pleasant personality
- Well-groomed and professional appearance
- Effective customer service skills
- Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI)
Benefits
- Open and close out discount rates on reservation systems when applicable
- Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows
Responsibilities
- Directly supervise all front office personnel and ensure proper completion of all front office duties
- Direct and coordinate the activities of the front desk, reservations, and guest services
- Ensure the proper appearance of the lobby and all public areas, including the breakfast area
- Act as the Manager on Duty (MOD) when scheduled as such by the General Manager
- Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools
- Constantly seek new ways to increase room revenue and occupancy
- Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels
- Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities
- Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies
- Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction
- Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition
- Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures
- Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations
- Responsible for the Night Audit
- Be proficient on the use of the Property Management System, and train front desk personnel on the system
- Have a good understanding of all of hotel operating procedures
- Enforce all existing and new policies and procedures with the front office and breakfast area staff
- Maintain proper staffing in all front office areas and the breakfast area
- Prepare and post the front office and breakfast area staff work schedules in a timely fashion
- Conduct regular performance reviews of front office and breakfast area staff
- Constantly monitor front office communications logs
- Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy
- Conduct weekly departmental meetings, and individual meetings as needed
- Supervise delegated responsibilities and follows up
- Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par
- Inform the General Manager of any unique situations, or unusual developments in front office operations
- Handle guest complaints effectively
- Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services
- Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift
- Required to cover all 3 shifts when there is a consecutive call off
- Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures
- Understand the Chart of Accounts to code the invoices for the front office and the breakfast area
- Process reservations by mail, telephone, fax, and central reservation systems referrals
Job description
Reports To: General Manager
Requirements:
- High School diploma or higher-level education.
- 3 years of hotel front office experience,
- Proficient in PEP
- At a minimum of 5 days per week.
- Willing to work weekend and/or evening shift (flexible schedule).
General Responsibilities:
- Directly supervise all front office personnel and ensure proper completion of all front office duties.
- Direct and coordinate the activities of the front desk, reservations, and guest services.
- Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
- Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.
Primary Functions:
Revenue
- Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
- Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
- Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.
Profit
- Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
Quality
- Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction.
Leadership
- Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
- Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures.
Specific Responsibilities:
- Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
- Responsible for the Night Audit.
- Be proficient on the use of the Property Management System, and train front desk personnel on the system.
- Have a good understanding of all of hotel operating procedures.
- Enforce all existing and new policies and procedures with the front office and breakfast area staff.
- Maintain proper staffing in all front office areas and the breakfast area.
- Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
- Conduct regular performance reviews of front office and breakfast area staff.
- Constantly monitor front office communications logs.
- Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
- Conduct weekly departmental meetings, and individual meetings as needed.
- Supervise delegated responsibilities and follows up.
- Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
- Inform the General Manager of any unique situations, or unusual developments in front office operations.
- Handle guest complaints effectively.
- Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services.
- Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off.
- Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures.
- Understand the Chart of Accounts to code the invoices for the front office and the breakfast area.
- Process reservations by mail, telephone, fax, and central reservation systems referrals.
- Process reservations received from sales office and other hotel departments.
- Have complete knowledge of room types and offered rate plans.
- Open and close out discount rates on reservation systems when applicable.
- Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
- Process cancellations and modifications to reservations.
- Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
- Optimum Attributes:
- Effective communication skills
- Open with praise, discrete with criticism
- Self-motivated
- Effective leadership skills
- Pleasant personality
- Well-groomed and professional appearance
- Effective customer service skills
- Performance Standards:
Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).
