Position Purpose:

Assist the Director of Front Office in the direction and administration of Front Office operations in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

Essential Functions:

· Assist in the management of all front office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.

· Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and rewards

· Recruit, interview, and train team members in Hilton University.

· Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

· Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly.

· Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out.

· Compile and process departmental uniform and supply orders. Follow company guidelines for purchase orders and invoices.

· Prepare weekly forecast expected arrivals and departures.

· E-mail communication between guests and hotel employees.

· Communicate via e-mail or phone with guests who create guest assistance files and find a solution or compensation to make sure the guest is satisfied with their current or past stay.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions based upon the particular requirements of the hotel.

· Provide safety deposit boxes for guests in the back office. File form to be filled out by guest.

· Perform the duties of Front Desk Agent, Reservation Agent, and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction.

· Other duties as assigned by the director such as assisting in roles of manager on duty.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

· Ability to effectively deal with guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.

· Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.

· Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated.

· Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system.

· Ability to analyze information and make effective judgments.

Qualification Standards:

Any combination of education and experience equivalent to a four-year college or experience that provides the required knowledge skills and abilities.

Experience:

Two years front office management experience required.

Licenses or certificates:

No special licenses required.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance and are required to have a blazer/ jacket when present at the front desk.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person

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