Job Description

Assist the AGM in the overall operation of the Front Office to ensure that optimum Guest Service levels and Revenue Goals are achieved.

Responsibilities and Duties:

Financial returns:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on increasing productivity.
• Maintain a current understanding of current market conditions to maximize REVPar Goals
• Manage day-to-day staffing requirements and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance.
• Educate and train all employees in guest service standards. Monitor and provide regular feedback to ensure all standards are achieved on an on-going basis.
• Promote teamwork and quality service through daily communication and coordination with other department heads.
• Work with the management team to help drive improvements in team member engagement that are aligned to the service philosophy.
• Oversee disciplinary or staffing related actions in accordance with company rules and policies. Makes recommendations on team member succession planning.

Qualifications and Skills:

• Routinely perform all front desk routines including check-in, check-out, making reservations, securing money, and assisting guests with directions and recommendations.
• Work as needed various shifts including day, evening, and overnight to ensure consistent guest service standards are met during all shifts.
• Communicates guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction is met to appropriate departments.
• Ensures all guest requests, group, and VIP assignments are fulfilled. Maintains all guest room assignments to ensure optimum guest satisfaction is met.
• Maintain and order supplies and equipment in a timely and efficient manner to maintain proper Guest Service initiatives.
• Maintain all procedures and policies to ensure all Brand Standards and local, state, and federal regulations are met.
• Perform other duties as assigned. Will serve as manager on duty during absence of AGM/GM.
• High school diploma / secondary education / equivalent plus 2 years of front desk supervisor experience. Must be able to speak local language(s). Experience in Opera and/or IHG, Hilton, or Marriott experience is preferred. Post-holder must have a development plan that is regularly reviewed.

Benefits:

Quarterly and Yearly Bonus Plan, Health Insurance, Dental, Hotel Discounts, and 401K with company match.

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