In the absence of the Front Desk Manager take charge of the operations of Front Office Department. Primarily reports to Front Desk Manager and assisting with short- and long-term operational planning. Ensures guests have the highest quality experience. Serves as manager on duty for entire property in the absence of senior management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following (other duties may be assigned):

• Ensures the highest front office financial performance (upselling, room revenue, operation auditing, enrollments).
• Demonstrates initiative regarding problem solving, staff training, team leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through friendly manner.
• Develops high quality relationships with guests throughout their stay. 
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversees and supervises guest arrivals and departures with the front office executive and duty managers.
• Provides high level of customer service and maintain a high profile in the day to day front office operations.
• Ensures that personalized service is offered to each and every guest.
• Supervises the management of debtors, group and individual guest invoicing and cash operations. 
• Deliver maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Is involved in recruitment of new team members for front office.
• Integrates and trains Associates, providing support for skills development.
• Ensures that all front desk Associates are well presented (uniforms, personal hygiene etc.), and also punctual.
• Ensures that all staff members are keeping workplace clean and tidy.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that hotel and guest documentation and information is available and up-to-date.

SUPERVISORY RESPONSIBILITIES Direct supervisory responsibilities for Front Desk Supervisor, Guest Service Agent, AYS Operator, Night Audit and Driver/Bellperson.  Indirect supervisory responsibility for all hourly Associates that report to above listed managers. Responsibilities include interviewing, hiring, and training Associates, planning, assigning, and directing work, appraising performance, rewarding and disciplining Associates, addressing complaints and resolving problems.

QUALIFICATIONS

·         Requires advanced knowledge of the principles and practices within the hospitality industry.  This includes experiential knowledge required for management of people and complex problems.

·         Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.

·         Ability to make decisions with only general policies and procedures available for guidance.

·         Supervisory/management skills.

·         Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.

EDUCATION AND/OR EXPERIENCE

Two-year college degree or equivalent education/experience.  From two to three full years of full-time employment in a supervisory position with this hotel or other hotel companies.

LANGUAGE SKILLS

Excellent speech communication skills are required to communicate both in person and via telephone with guests, Associates and corporate contacts in a professional and extensive manner.  Excellent literacy is required.  Must be able to both assimilate and generate explicit and concise documents for publication within the hotel and management company environment.

MATHEMATICAL SKILLS

Ability to calculate amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.  Must be able to use appropriate judgments as it pertains to supervisory duties.

PHYSICAL DEMANDS

Practice written safety standards and rules at all times. Lifting, pushing, pulling and carrying - must be able to accomplish any task required of Associates within assigned departments.  Bending/kneeling - must be able to accomplish any task required of Associates within assigned departments.

HOURS

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, any Associate may be required to work rotating shifts, including weekends, night shifts, and/or overtime.