Front Office Manager

Front Office Manager (Second Shift)

Job Summary: The Front Office Manager is responsible for ensuring the operation of the Front Office, Concierge and Uniformed Services, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience:

• Must have Hilton experience
• At least 4 years of progressive experience in a hotel or related field: or a 2-4-year college degree and at least I year of related experience; or a 2-year college degree and 2 or more years of related experience.
• Supervisory experience required.
• Must be proficient in Windows Word, Excel, Delphi, OnQ Preferred
• Must have a valid driver's license from the applicable state.

Physical Requirements:

• Long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multitask
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Hilton standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Always comply with Hilton standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to Embassy Suites by Hilton Standard training, using the steps to effective training according to Embassy Suites by Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP's.
• Develop employee morale and ensure training of Guest Services personnel
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing
• Maintain AFP Management SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage progress, productivity and the ten-day forecast are completed on a timely basis according to AFP Management SOP’s
• Maintain a professional…