JOB DESCRIPTION: Front Desk Manager needed for Corporate, 150 Room, Full-Service Holiday Inn located in Hollywood, Florida.

BASIC FUNCTION: Under the general guidance of the General Manager the Front Desk Manager will plan, organize, develop and direct the overall operations of the Front Office. Will work closely with the General Manager to develop strategies for the Rooms Division.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING & WORK EXPERIENCE:

• At least two years of hotel management experience required, preferably in an a full service hotel.
• Experience as Front Office Supervisor required
• Experienced with utilizing the resources available of a large franchise hotel brand
• Excellent communication skills.
• Aggressive, self- motivated, resourceful team player
• Must have extensive knowledge of guest relations and service standards.
• Ability to analyze client needs and negotiate pricing.
• Experienced with RFP’s, contracts, revenue management, negotiating, forecasting, marketing plans, and meeting room sales
• Experienced with star report and understands the market and comp set analysis in achieving the hotels goals
• Above average proficiency in Microsoft Office including Word, Excel, and Outlook.
• Knowledge of Opera and IHG Merlin REQUIRED.
• Basic Accounting Experience preferred.
• Ability to work under time pressures and extensive hours.
• Good organizational skills and detail oriented.
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
• Maintain positive and productive working relationships with other associates and departments.

ESSENTIAL FUNCTIONS: Ensure appropriate and effective focus on business objectives on a day-to-day basis, while contributing to the strategic development and leadership of all the Hotel departments aligned with the General Manger’s vision and company goals.

• Be accountable for the staff, product and profit within the Hotel’s departments - excellence in guest experience, maximize profits through sales and yield and exploit opportunities for growth across the business.
• Utilize innovation to achieve long and short term strategic objectives.
• Provide inspirational leadership by motivating and developing all associates to contribute towards the overall success of the hotel.
• Monitor and action all guest feedback from Guest Surveys and Social Media Review.
• Ensure cleanliness levels are met by conducting daily room inspections.
• Communicate regularly with the General Manager to influence the strategy for the departments in the short and long term.
• Maximize individual potential through a positive commitment to training and development and succession planning at all levels, to meet current and future hotel staffing demands as well as addressing business issues.
• Lead, develop, motivate and empower associates to deliver operational best practice, identifying opportunities and making recommendations for improving efficiency and quality of service and operating standards.
• Help ensure the hotel is fully staffed with skilled, motivated associates who can meet the customer service expectations identified through the service strategy and quality commitments.
• Make certain that associates are trained to meet demands of existing jobs and developed to take advantage of promotion opportunities, which occur within the hotel/Company.
• Manages and develops a strong Front Office Team and other departments as specified.
• Be visible throughout the hotel daily, meeting with guests as necessary.
• Monitors and verifies compliance with all Guidelines to Operations.
• Verifies supervisors maintain adequate levels of department supplies.
• Verifies all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
• Verifies employees are working in a safe environment.
• Manages all period-end inventories.
• Directs, monitors, and assists all front desk staff.
• Verifies guest tracking scores and employee opinion survey goals are achieved.
• Supporting Profitability and Revenue Goals: Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Assists in the response and resolution of all guest issues received directly from guests or from Guest Relations.
• Assists accounts receivable clerk in all aspects of job and in keeping all invoices due below 60 days.
• Monitors that the supervisor is researching/processing all charge backs and rebates on a timely basis.
• Administers plans and actions to keep charge backs and rebates to a minimum.
• Verifies all employees are adhering to proper cash handling procedures and monitors overage/shortages.
• Manages employee hours.
• Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.
• Managing and Conducting Human Resources Activities: Promotes participation in property safety-related programs.
• Monitors employee attendance and records absences/tardiness
• Promotes teamwork and employee morale.
• Verifies all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving.
• Keeps employees informed regarding new operational procedures, standards, or programs.
• Verifies all employees have complete knowledge of emergency procedures.
• Verifies constant communication takes place between employees, supervisors and management.
• Provides orientation for new employees and ensuring all information is entered into computer.
• Helps direct supervisors to achieve their own development goals.
• Encourages employee relations through gifts, parties, outings.
• Creates incentives that will promote better service and profit for the property.
• Assists operations manager in processing employee payroll weekly.
• Solicits employee feedback, utilizes an open-door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• ADDITIONAL SKILLS AND ABILITIES: Possess knowledge of hospitality, business and basic accounting principles and practices. Effective listening, verbal, written, negotiation and closing skills. Ability to assess customer needs, understand market dynamics and prepare presentations/proposals uniquely for individual customers. Ability to meet/exceed expectations for prospecting calls, appointments, presentations, proposals and closes. Strong professionalism, selling skills and work habits. Ability to remain positive, resourceful and improvise while working in a fast-paced environment, sometimes under pressure. Organizational skills that result in accurate, timely and thorough work. Ability to compile facts and figures, analyze information and arrive at logical conclusions and sound business decisions. Knowledge of and ability to operate a computer, calculator, phone and other office equipment.

BENEFITS: Our full-time associates have the option to participate in our benefits program which includes 401K, Employee Travel Rates, Medical, Dental, Vision. We are an Equal Opportunity Employer and a Drug Free Workplace.

WORKING CONDITIONS: While performing job duties, the associate will speak, listen, complete documents, process requests and operate office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekends as needed

Work setting:

• In-person

Education:

• Associate (Preferred)

Experience:

• Hotel experience: 3 years (Required)
• Supervisor: 2 years (Preferred)
• Opera: 1 year (Required)
• Merlin: 1 year (Required)
• Management: 1 year (Preferred)

Work Location: In person