If you love saying YES and enjoy engaging with the community by leading with ART 21c is the perfect place for you.

Reports To: Front Office Manager/Rooms Manager

Supervises: Front Desk Supervisors, Front Desk Agents, Bell, and Valet

General Purpose: Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Specific Responsibilities:

• Oversees all day-to-day operations of Front Desk and Bell/Valet staff, ensuring that all established front office and hotel policies are followed.
• Acts as a resource for supervisors, agents, bell persons, and valet with all Front Office procedures.
• Facilitates guest arrival and departure during peak times to ensure smooth transition into and out of the property.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Works to maximizes revenue in each phone/desk transaction.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest and log is completed. Reports issues to Rooms Manager/Managing Director, escalating immediately when appropriate.
• Develops guest recovery program- identifying guest needs and appropriate response, reviews with Front Desk Supervisors and Agents
• Oversees the completion of package amenities and arrangements, delegating tasks to Front Desk Supervisors and Agents
• Responsible for the implementation of new procedures and/or policies and has a complete knowledge of the emergency procedures of the hotel.
• Ensures front desk staff attends daily huddle and knows the basic of the day. If associates cannot attend huddle, you hold a front desk huddle at shift change.
• Reviews any problems or concerns from the previous day from night audit and daily work. Address any issues with entire staff or individual front desk associates, whichever is appropriate.
• Monitors room inventory, looks to achieve balance and encourages associates to sell out. Make sure staff is trained on how to do this.
• Conduct one-on-ones with front desk associates at least quarterly.
• Research guest bills as requested.
• Monitors all front desk associate's banks to make sure they are accurate. Research any and all discrepancies.

Qualifications:

• Must have understanding of all hotel's front office procedures.
• Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
• Know standard cash handling procedures and knowledge of computerized cash register systems.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
• Must pass a background check.

Education/Formal Training:

• High School diploma or equivalent

Experience:

• Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

Travel Requirements

• Minimal Travel

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm