BASIC PURPOSE: To manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

ORGANIZATIONAL SCOPE: Position is responsible for the short-term planning and day-today operations of the Front Office Department. The major areas of responsibility/management include: Front Desk, PBX, Bell Stand, Concierge, Valet and Transportation. Recommends, implements and monitors the Department’s budget and manages expenses within approved budget constraints.

ESSENTIAL FUNCTIONS:

• Implement company programs (TTH/Franchiser) and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to insure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. (35%)
• Prepare forecasts and reports and assist in the development. Implement and monitor the budget to maximize revenue and minimize expenses while insuring adequate supplies and staff are on hand to provide top quality customer service. (20%)
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to insure high levels of customer satisfaction and quality. (15%)
• Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate as appropriate. (10%)
• Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)

Knowledge and Skills:

Education: Four year college degree or equivalent education/experience.

Experience: Minimum of five full years of employment in a related position with TTH or other Hotel company.

Skills and Abilities:

• Requires knowledge of discipline-specific TTH policies, procedures and services and general knowledge of other departments in the hotel.
• Requires supervision/management skills.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to communicate in English. Second language desirable.
• Ability to handle cash and credit transactions.
• Ability to enforce all company rules and SOPs.

Travel Required: Minimal. May be required to attend supplemental Management training classes.

Hours Required: 40-50 hours over a five day period. Day or evening shift and weekends per business demand.

__________________________________________________________________________________________ENVIRONMENT - Physical Job Requirements (for essential functions only)

Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.

__X_ No Lifting/Pushing/Pulling/Carrying Required.

__________________________________________________________________________________________Bending/Kneeling Describe the typ(s) of required bending and/or kneeling to include when, why and how often.

__X__No Bending/Kneeling Required.

__________________________________________________________________________________________Mobility Describe the type(s) of mobility required to include distances and % of time involved.

Move to copier and computer room to perform FOM functions (30 to 50 feet). Ability to attend department and other required meetings (50 to 500 feet). 20% of 10 hour shift.

Continuous Standing Describe the reasons to include time period and frequency.

Performing guest services at Desk. 20% of 10 hour shift.

_____No Continuous Standing Required.

__________________________________________________________________________________________Climbing Stairs: Up to approx. _____ steps ____% of _______ (time period).

Ladders: Up to approx, _____ feet _____% of ______(time period).

__X__No Climbing Required.

__________________________________________________________________________________________Driving Describe type of vehicle, distances, % of time involved and frequency.

Work Environment Inside: 100% of 10 hour shift.

Outside: _____% of _____ (time period).

Describe any abnormal temperature exposures:

__________________________________________________________________________________________

Hearing: _____Critical __X__Moderate _____Minimal

Explain: Ability to communicate with guests and staff.

__________________________________________________________________________________________Vision: __X__Critical _____Moderate _____Minimal

Explain: Ability to verify duties of all Front Office personnel, forecasting.

__________________________________________________________________________________________Speech: __X__Critical _____Moderate _____Minimal

Explain: Perform HR function of Department (train, supervise, etc.)

__________________________________________________________________________________________Literacy: __X__Critical _____Moderate _____Minimal

Explain: HR function of department.

__________________________________________________________________________________________Chemicals/Agents: Describe any chemicals/agents to include what they are, warnings and frequency of use.

Protective Clothing: Type:

Approx. _____% of _____(time period)

Equipment Operation List type of equipment and frequency of use.

IBM computer (PMS & MARSHA) 10% of the time, copier 10%, Fax machine 5%, printer 10%, switchboard 5%.

_____None Required.

__________________________________________________________________________________________Other Considerations: