Assists the Front Office Manager in supporting property operations by administering Front Desk functions and supervising employees on a daily basis, always ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include all Front Desk functions and the employees of the Front Desk. Directs and works with employees to carry out procedures ensuring an efficient check in and check out process, supports the tracking and resolution of service issues and strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Serves as the property Manager on Duty both during day and overnight shifts in a rotation basis. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.
ESSENTIAL JOB FUNCTIONS:
Supporting Management of the Front Desk Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and leads employees. Understanding employee positions well enough to perform duties in employees' absence.
Manages all day-to-day operations at the Front Desk.
Serves as a role model to demonstrate appropriate behaviors.
Establishes and maintains open, collaborative relationships with employees.
Ensures employee recognition is taking place on all shifts.
As Manager on Duty
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related situation.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Sends copy of MOD report to all departments on a daily basis.
Manages the flow of questions and directs guests within the lobby.
Understands and complies with loss prevention policies and procedures.
As a Night Manager
Serves as the property Manager on Duty and oversees all property operations during the overnight shift.
Responsible for balancing the revenue and expense transactions, which occurred during the day at the hotel.
Manages all period-end inventories.
Monitors and ensures compliance with all guidelines to operations.
Responsible for the completion of the various daily audit reports requested by the Finance team.
Responsible for the reporting of any potential safety or security hazards to management.
Deals with all emergencies by responding proactively and in the most professional and efficient manner.
Maintaining Front Desk Goals
Manages day-to-day operations, ensuring quality standards and meeting the expectations of the guests on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish them.
Managing Projects and Policies
Implements the guest recognition/service program, communicating and ensuring the process.
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures and optimum usage of the company s upselling program to maximize room revenue and control property occupancy.
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.
Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; EDITION Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management.
Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with guest issues and complaints.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each duty proficiently.
High school diploma or GED; 2 year experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;
At least 2 years of experience in a Supervisory role in the Front Desk, Guest Services and/or related professional area, in a Luxury and/or Lifestyle environment.