Major Duties:

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Duties and Responsibilities:

• Customer Satisfaction (Guest Feedback, Social Media Review)

• Financial Performance (Up selling)

• Showing Initiative, Problem Solving, Staff Training, Team Leading

• Manages and motivates the Front Office team to provide a high standard of service for customers

• Welcomes guests and fosters customer loyalty through his/her friendly manner.

• Develops high quality relationships with guests throughout their stay.

• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

• Oversee and supervises guest arrivals and departures with the front office manager.

• Keep track of occupancy, if oversold inform the correct people. Look for alternate Hotels.

• Keep in contact with housekeeping throughout the day, ensure all rooms are clean before the end of their shift.

• Provide high level of customer service and maintain a high profile in the day to day front office operations.

• Ensure that personalized service is offered to each and every guest.

• Review arrival list for all arrivals and VIPs to check room allocations, amenities, and special requests.

• Involved in recruitment of new team members for front office.

• Integrates and trains employees, providing support for skills development.

• Ensures that all front desk employees are will presented (uniforms, personal hygiene, etc) and punctual.

• Ensures that the workplace remains clean and tidy.

• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events.

• Have a good knowledge of all systems and standard operating procedures of the front office.

• Ensures that guest documentation and information is available and up-to-date.

Other Duties:

• Manage front desk agents

• Provide safety meetings to agents one time a month

• Make sure standard trainings are done each year

• Hire/Fire front desk agents

• Make sure a new agent takes all standard trainings within 30-90 days of starting

• Agent scheduling

• Cover or find cover when agent calls in/no shows

• Create a call off log

• Make sure agents follow standard check in check out procedures

• Coach and counsel agents to encourage positive behavior

• Correct negative behavior

• Promote teamwork and agent morale

• Interpret job specifications to agents and assign duties

• Analyze and resolve work problems or assist agents in solving work problems

• Initiate or suggest plans to motivate agents to achieve work related goals

• Monitor hotel uniform standards

• Recommend or initiate personnel actions i.e., promotions, transfers, etc

Job Type: Full-time

Pay: Up to $18.00 per hour

Expected hours: No more than 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Experience:

• Hotel experience: 2 years (Required)

Work Location: In person