Job description

Coordinates the activities of hotel front of house teams and related personnel as directed and provides support to the General Manager

Responsibilities

Corresponds with group and travel agents to answer special requests for rooms and rates.

Assists with sales and marketing efforts as directed.

Ensures all training and standards pertaining to front of house areas are met to include Brand as well as City and State regulations

Answers inquiries pertaining to hotel policies and services.

Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines.

Note: Other duties as assigned by General Manager or Area Director.

Job Requirements:

Primarily supervises front of house team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

FRONT OF HOUSE MANAGER DUTIES AND RESPONSIBILITIES:

1. Ensure Outstanding customer care at all times.

2. Maintains a friendly, cheerful and courteous demeanour at all times.

3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.

7. Train, direct the work of, resolve issues/problems and coach and counsel the front of house team members to ensure a quality operation.

8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adhere to company credit limit / floor limit policies.

10. Allocate rooms to expected arrivals after checking the guests preferences and special requests.

11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

13. Cross Check all billing instructions are correctly updated

14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

15. Supervise the operations in the front of house to ensure an optimal level of service and hospitality is provided to the guests.

16. Performs other duties as assigned, requested or deemed necessary by management.

17. Ensure Front office log book and hotel log book is always updated and actioned upon.

18. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

19. Participate in hotel committees and task force assignments.

20. Assist all departments in servicing the guests during high volume periods.

21. Ensures all standards related to F&B are met and/or exceeded

22. Takes responsibility in the absence of the General Manager.

23. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front of house teams

Qualifications:

Education/Experience: Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Certification and/or License Requirement: Alcohol awareness certification. Assistant General Manager and/or other certification as required by franchise.

**Previous Hotel leadership experience required**

Skills and Qualities:

Strong leadership skills

Strong oral and written communication skills

Attention to detail

Planning and organizational ability

Customer skills

Computer skills

Accounting knowledge

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced environment.

Will be required to be on call when away from work.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Holidays
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• OnQ: 1 year (Preferred)
• Hotel Experience: 2 years (Preferred)

Work Location: One location

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