SALARY RANGE - $75,000 - $85,000 DOE. The purpose of this position is to ensure the efficient and courteous rooming of guests, maintenance of accurate guest accounts and communication of information needed by Housekeeping to prioritize their work; to ensure prompt and courteous telephone service; to control costs in order to maximize profits.

Primary Responsibilities

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
• Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Have a thorough knowledge of HMS system and able to train others.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Participate in M.O.D. coverage as required.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must have through knowledge of Front Desk operations including and not limited to Front desk, PBX, bell/valet, be able to troubleshoot issues that arise and provide solutions.
• Maintains close communication with the Director of Front Office and other department heads.
• Assistance in developing annual budget and preparation of action plans.
• Participate in monthly forecasting and weekly scheduling; daily reviews, operating results and take immediate corrective action as required.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
• Maintains high visibility with team members and guests.
• First of each quarter submit objectives to be accomplished for the forthcoming quarter.
• At the end of each quarter, evaluate completed objectives of staff under your direct supervision and develop with department heads objectives for forthcoming quarter.
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Monitor all V.I.P.'s, special guests, and requests.
• Motivate, coach, counsel and discipline all Front Office personnel according to hotel standards.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Oversee all front-of-house guest services interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Recommends programs for the motivation and development of staff.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Perform his direct reports’ performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Prepare department heads for succession through development of their need areas.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Perform other duties as directed by the Management.