Description

Provide quality and efficient customer service to guests through the daily management of the Front Office team which includes assisting with the hiring process, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Assist the Hotel Manager with development, analysis and implementation of reward/recognition programs. Responsible for the display, purchase and inventory control of Retail Products in the hotel. Oversee Bell/Valet operation to ensure all safety protocols are being followed and that excellent service is being provided by all members of the team.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

• 1. Provide daily direction and communication to employees so that guest’s service needs are met in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.
• 2. Provide performance feedback and coaching on a regular basis to each team member. Assist the Hotel Manager in writing and administering performance reviews for skill improvement.
• 3. Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available.
• 4. Ensure employees have appropriate training and other resources to perform their jobs. Create and maintain high quality work environment so team members are motivated to perform at their highest level.
• 5. Address disciplinary and/or performance problems according to company policy. Prepare Coaching and counseling documentation and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• 6. Perform and train employees on Check in / Check out procedures according to Ace standards.
• 7. Communicate all guest service requests to the appropriate departments if the front office is unable to fulfill the request personally.
• 8. Maintain and adhere to all appropriate reporting schedules and checklists; including, but not limited to: opening checklists, closing checklists, daily bucket checks, inventory, room assignments, etc.
• 9. Laterally assist other departments in meeting guest service needs as necessary.
• 10. Ensure all safety and security measures and procedures are followed and are in place.
• 11. Continuously communicate any pertinent information with the Front Office Manager and any other senior members of Management as necessary in order to ensure all staff is advised of any situation that may affect the hotel.
• 12. Ability to ‘step in’ when needed to assist in reservations, front desk duties or other rooms issues that arise when the Hotel Manager and General Manager are not available.
• 13. Master all areas of the Front Office operations including Opera, Synxis, Interfaces, call accounting system, etc.
• 14. Organize and communicate with Security for Upcoming events and or shift changes.
• 15. Maintain office supply inventory and process PO’s.
• 16. Attend regularly scheduled and mandatory meetings.
• 17. Perform daily payroll updates.

SUPPORTING FUNCTIONS

In addition to the core focus & responsibilities, the candidate is expected to complete the following duties:

• 1. Provide daily support and training for the reservations team according to Ace Standards. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.
• 2. Facilitate efficient and timely communication between the reservations department and all other departments to ensure all guest and group needs are met and expectations are exceeded.
• 3. Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available to you.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1. Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding. Additional foreign language preferred.
• 2. Prioritize and organize work assignments, have timely follow up and execution.
• 3. Have superb time management skills.
• 4. Maintain complete knowledge of all hotel services/features and hours of operation.
• 5. Other language, mathematical, and reasoning abilities as outlined below.
• 6. Ability to comply with physical demands as outlined below.
• 7. Knowledge and understanding of Atelier & Ace Culture & initiatives
• 8. Technologically sound with Microsoft Office applications.
• 9. Ability to compute basic mathematical calculations.
• 10. Flexible schedule required which includes weekends and holidays.

REQUIRED EDUCATION and/or EXPERIENCE

• Must have minimum 12 months of experience in a supervisory role in the Front Office. Additional hotel experience preferred. College degree preferred.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES

Candidate must meet the following cognitive abilities:

• 1. Ability to understand guests’ service needs & requests.
• 2. Ability to acknowledge guests’ requests in a polite manner.
• 3. Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
• 4. Ability to apply logical thinking and understanding to carry out written and oral instructions.
• 5. Ability to address and solve problems involving guest and operational issues.
• 6. Ability to compute basic mathematical calculations.

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The typical environment is an office atmosphere with ambient room

temperatures, ambient lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1. Sit, walk, and stand continuously.
• 2. Lift / carry 10lbs (frequently) and 25lbs (occasionally)
• 3. Bend, squat, crawl, and reach above shoulder level.
• 4. Use dominate hand coordination for simple grasping, pushing/pulling, and fine manipulation.
• 5. May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.