Job Description
Summary Works along with the General Manager to manage the functional areas of guest registration, guest service, and night audit to ensure guest satisfaction, associate satisfaction, and maximum hotel profitability. Additionally assumes the role of evening hotel manager on duty ensuring delivery of exceptional hospitality and service from all operating departments. Essential Functions Serves as a member of the Leadership Team, Manager on Duty, and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency. Conducts oneself as a positive role model and example to staff. Maintains a “can do” and “guest first” attitude at all times. Arrives at work in a timely fashion and in accordance with the posted schedule. Abides by established uniform guidelines. Practices efficient and effective procedures. Reads and understands English to comply with function directions. Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations. Provides training; including safety training sand standard operation procedures to all front desk personnel as directed by management. Assists General Manager in the selection of front desk personnel. Must have flexible work schedule with the ability to work days, evenings, weekends, and overnight shifts, with a primary assignment of 1pm - 9pm Supervises the work activity of the hotel staff under the direction of the General Manager. Oversees all operating departments to ensure each associate is performing the tasks assigned to them. Fill in as necessary to complete the tasks that remain. Assists management staff of hotel in assuring hotel staff is practicing efficient and effective procedures. Assists with performance evaluations and reports to the GM to better understand areas of weakness in the department and plots strategies to overcome those challenges. Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed. Addresses guest complaints regarding service or equipment. Resolves complaints to the satisfaction of the guest. Assures requests are made in a timely manner. Knowledgeable on PMS as it pertains to functions of the front office. - FOSSE experience is preferred. Reviews systems daily; finds and corrects any mistakes or discrepancies. Maintains personal contact with customers (both internal and external) including daily interactions with guests. Assists in maintaining appropriate inventory levels for the market and packages. Coordinates with housekeeping supervisor daily to ensure guests special requests are met. Works with front desk staff to meet or exceed benchmarked scores as it pertains to the front office. Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established. Takes control of lost and found as appropriate. Assists with rooming lists. Completes appropriate Manager on Duty paperwork (incident reports, MOD checklist, MOD wrap up email) in a timely manner and forwards to management staff. Takes the responsibilities of a front desk agent and/or night auditor when necessary. All other duties assigned. Competency To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance Interpersonal – Maintains confidentiality Oral Communication – Responds well to questions Team Work – Contributes to building a positive team spirit Written Communication – Writes clearly and informatively; Able to read and interpret written information Managing People – Makes self available to staff; Continually works to improve supervisory skills Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meet