Pillar Hotels & Resorts Front Office Manager
Manages and coordinates the activities of guest service representatives, telephone operators and night auditors to ensure guest satisfaction and to maximize hotel profitability. Motivates and encourages staff to provide high-quality guest service.
Oversees and participates in guest registration. Manages and controls the front house guest service labor.
Motivates staff within all hotel departments and establishes a productive working environment for hotel.
Schedules guest service agents, reservation agents, telephone operators, and other staff within guest services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
Ensures housekeeping and related departments maintain the hotel?s appearance, cleanliness and sanitation.
Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
Conducts training classes regarding department procedures and service guidelines.
Achieves budgeted revenues and expenses in an effort to maximize profitability related to the rooms department.
Works with counterparts within hotels and at other hotels to coordinate efforts to maximize hotel profitability.
Uses coach and counseling tools effectively to ensure associates work at fullest potential. Establishes 30-day action plans as needed.
Works with HR department to ensure all terminations are based on documented infringements.
Orders appropriate supplies for the department as needed.
Determines and outlines most effective and appropriate way to prepare for incoming groups or guests.
May implement and monitor revenue-based, line-level staff incentive plans.
Analyzes and generates guest issue, billing, and daily reports, and communicates information to employees and appropriate departments.
Assembles tracks and interprets financial and operational plans for the rooms department to include in the annual hotel budget.
Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
Maintains procedures for security of monies, guest security and emergency procedures.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Deals with major guest requests or complaints when referred from subordinates.
Responds quickly in a friendly manner and appropriate action is taken.
Follows up to ensure guest satisfaction. Reports the most major complaints.
Uses creative thinking to ensure guest challenges are solved in the best possible way.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Knowledgeable of hotel property, amenities, area attractions and transportation.
Promotes hotel property and amenities. May assist guests when their questions or requests cannot be answered by other staff.
Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
Note: Other duties as assigned by supervisor or management
Van or Bellmen Service: To provide customer service.
Transportation Companies: For guest transportation, Lost Bags, Distressed Passengers
Education/Experience: High School diploma or equivalent and two years experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Prior working knowledge of Opera and Micros is preferred.
Certification and/or License Requirement: Alcohol awareness certification.
Skills and qualities:
Computer Skills and Typing
Reading, writing, simple math
Planning and organizational ability
Customer service orientation
Patience and understanding
Will be required to work nights, weekends and holidays.
Will be required to work in fast paced environment.
May be required to be on call when away from work.
Reports to: General Manager
Subordinates: Assistant Front Office Manager, Guest Service Representatives, Night Audit, Telephone operators, Bellpersons, Van Drivers
This job description is a general representation of the duties and responsibilities commonly found in Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.