Position Purpose

Manages Front Office Operations to insure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent quality service is provided.

ESSENTIAL FUNCTIONS

• Encourages a team spirit amongst staff members with leadership and guidance.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high quality guest relations.
• Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Handles guest relocations as required.
• Prepares daily forecast of expected arrivals and departures.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve
  conflicts.
• Ability to analyze information and make effective judgements.
• Ability to access and accurately input information using a moderately complex computer system

QUALIFICATION STANDARDS EDUCATION
High school graduate or equivalent required.
4 year college degree preferred.

EXPERIENCE
Two years combined prior front desk and supervisory experience is preferred.