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Scope of Job The Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand Standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. Job Duties Guest Service Maintains guest service as the driving philosophy of the hotel. Personally demonstrates a commitment to guest services in responding promptly to guest needs. Is committed to making every guest satisfied. Ensures all hotel staff, including new hires, knows all components of guest services and are trained to meet standards. Develops added value customer service programs. Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standards and services, contribute to the delivery of consistent guest service Is knowledgeable of Heartbeat/Web Guru and understands how to correct guest service issues in a timely manner. Responds to guests billing issues immediately if a problem occurs. Front Desk Management Manages all front desk operations. Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems. Leads by example working no less than 65% of time worked at the desk to supervise front desk, greet and converse with guests and to cut payroll hours during slow times. Review room availability status, room blocks and special requests on a daily basis through working closely with Housekeeping and Sales on all groups. Loads all groups into Opera and insures that all billing, room requests, rooming lists are handled correctly. Monitor open and close status daily to maximize room revenue and demonstrate the concept of yield management. Confirms that Opera is balanced daily within the Holidex system and Opera room types. Handles all call offs for Front Office. Able to work all shifts to help out if a call off is issued. Work with Housekeeping and Engineering daily in regards to guest room status. Handle guest complaints and review compliments and share with staff. Review Front Desk Logbook daily to monitor all activities. Review all VIP and Priority Club room blocking. Make sure that Priority Club amenities are being made and received by PC guests. Meet quota of minimum Priority Club sign ups. Make sure all Front Desk team members complete training on Priority Club as needed. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Familiarize with Front Office policies and procedures and special rate & programs. Prepare and run meetings to meet performance goals, tracking and guest satisfaction. Ensures front desk staff follows financial control Employee Administration Produces a weekly schedule by Thursday’s @ Noon, keeping in mind occupancy and budget restraints. Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and incentive programs to maintain a qualified front desk work force. Maintains a positive, cooperative work environment between staff and management. Ensures Front Desk team members understand hotel objectives. Administers personnel policies fairly and consistently. Resolves employee grievances in a fair and timely manner. Monitors and maintains acceptable turnover levels. Safety and Security Knows local health and safety codes and regulations that apply to the hotel. Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc. Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc. Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them. Any other duties assigned by Supervisor. Education/Training Requirements High School Diploma; 5 years of experience working at the Front Desk in different capacities; 1 year of experience as Front Desk Supervisor Additional Requirements Fluent with MS Office Suite Must be able to work weekends and Holidays Strong oral and written skills Experience with Opera preferred Ability to lift 30 lbs. Please apply online: http://newton.newtonsoftware.com/career/JobIntroduction.action?id=8a78861159b545760159f639d3732a6f&source=Other
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Scope of Job The Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand Standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. Job Duties Guest Service Maintains guest service as the driving philosophy of the hotel. Personally demonstrates a commitment to guest services in responding promptly to guest needs. Is committed to making every guest satisfied. Ensures all hotel staff, including new hires, knows all components of guest services and are trained to meet standards. Develops added value customer service programs. Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standards and services, contribute to the delivery of consistent guest service Is knowledgeable of Heartbeat/Web Guru and understands how to correct guest service issues in a timely manner. Responds to guests billing issues immediately if a problem occurs. Front Desk Management Manages all front desk operations. Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems. Leads by example working no less than 65% of time worked at the desk to supervise front desk, greet and converse with guests and to cut payroll hours during slow times. Review room availability status, room blocks and special requests on a daily basis through working closely with Housekeeping and Sales on all groups. Loads all groups into Opera and insures that all billing, room requests, rooming lists are handled correctly. Monitor open and close status daily to maximize room revenue and demonstrate the concept of yield management. Confirms that Opera is balanced daily within the Holidex system and Opera room types. Handles all call offs for Front Office. Able to work all shifts to help out if a call off is issued. Work with Housekeeping and Engineering daily in regards to guest room status. Handle guest complaints and review compliments and share with staff. Review Front Desk Logbook daily to monitor all activities. Review all VIP and Priority Club room blocking. Make sure that Priority Club amenities are being made and received by PC guests. Meet quota of minimum Priority Club sign ups. Make sure all Front Desk team members complete training on Priority Club as needed. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Familiarize with Front Office policies and procedures and special rate & programs. Prepare and run meetings to meet performance goals, tracking and guest satisfaction. Ensures front desk staff follows financial control Employee Administration Produces a weekly schedule by Thursday’s @ Noon, keeping in mind occupancy and budget restraints. Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and incentive programs to maintain a qualified front desk work force. Maintains a positive, cooperative work environment between staff and management. Ensures Front Desk team members understand hotel objectives. Administers personnel policies fairly and consistently. Resolves employee grievances in a fair and timely manner. Monitors and maintains acceptable turnover levels. Safety and Security Knows local health and safety codes and regulations that apply to the hotel. Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc. Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc. Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them. Any other duties assigned by Supervisor. Education/Training Requirements High School Diploma; 5 years of experience working at the Front Desk in different capacities; 1 year of experience as Front Desk Supervisor Additional Requirements Fluent with MS Office Suite Must be able to work weekends and Holidays Strong oral and written skills Experience with Opera preferred Ability to lift 30 lbs. Please apply online: http://newton.newtonsoftware.com/career/JobIntroduction.action?id=8a78861159b545760159f639d3732a6f&source=Other
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Scope of Job The Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand Standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. Job Duties Guest Service Maintains guest service as the driving philosophy of the hotel. Personally demonstrates a commitment to guest services in responding promptly to guest needs. Is committed to making every guest satisfied. Ensures all hotel staff, including new hires, knows all components of guest services and are trained to meet standards. Develops added value customer service programs. Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standards and services, contribute to the delivery of consistent guest service Is knowledgeable of Heartbeat/Web Guru and understands how to correct guest service issues in a timely manner. Responds to guests billing issues immediately if a problem occurs. Front Desk Management Manages all front desk operations. Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems. Leads by example working no less than 65% of time worked at the desk to supervise front desk, greet and converse with guests and to cut payroll hours during slow times. Review room availability status, room blocks and special requests on a daily basis through working closely with Housekeeping and Sales on all groups. Loads all groups into Opera and insures that all billing, room requests, rooming lists are handled correctly. Monitor open and close status daily to maximize room revenue and demonstrate the concept of yield management. Confirms that Opera is balanced daily within the Holidex system and Opera room types. Handles all call offs for Front Office. Able to work all shifts to help out if a call off is issued. Work with Housekeeping and Engineering daily in regards to guest room status. Handle guest complaints and review compliments and share with staff. Review Front Desk Logbook daily to monitor all activities. Review all VIP and Priority Club room blocking. Make sure that Priority Club amenities are being made and received by PC guests. Meet quota of minimum Priority Club sign ups. Make sure all Front Desk team members complete training on Priority Club as needed. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Familiarize with Front Office policies and procedures and special rate & programs. Prepare and run meetings to meet performance goals, tracking and guest satisfaction. Ensures front desk staff follows financial control Employee Administration Produces a weekly schedule by Thursday’s @ Noon, keeping in mind occupancy and budget restraints. Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and incentive programs to maintain a qualified front desk work force. Maintains a positive, cooperative work environment between staff and management. Ensures Front Desk team members understand hotel objectives. Administers personnel policies fairly and consistently. Resolves employee grievances in a fair and timely manner. Monitors and maintains acceptable turnover levels. Safety and Security Knows local health and safety codes and regulations that apply to the hotel. Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc. Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc. Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them. Any other duties assigned by Supervisor. Education/Training Requirements High School Diploma; 5 years of experience working at the Front Desk in different capacities; 1 year of experience as Front Desk Supervisor Additional Requirements Fluent with MS Office Suite Must be able to work weekends and Holidays Strong oral and written skills Experience with Opera preferred Ability to lift 30 lbs. Please apply online: http://newton.newtonsoftware.com/career/JobIntroduction.action?id=8a78861159b545760159f639d3732a6f&source=Other
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