Description

To coordinate front office activities of hotel or motel and resolve problems arising from guests’ complaints, reservation and room assignment activities, and unusual requests and inquiries; to maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge services and garage services may also report to this position.

Essential Responsibilities:

1. Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
2. Confers and cooperates with other managerial staff to ensure coordination of hotel activities.
3. Answers inquiries pertaining to hotel policies and services.
4. Greets important guests.
5. Arranges for private telephone line and other special services.
6. May patrol public rooms, investigate disturbances, and warn troublemakers.
7. May interview and hire applicants.
8. May receive and process advance registration payments.
9. May send out letters of confirmation or return checks when registration cannot be accepted.
10. Maintains standards of guest service quality.
11. Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
12. Contributes to the profitability and guest satisfaction perception of other hotel departments.
13. Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
14. Participates in the preparation of the annual hotel budget.
15. Increases level of guest satisfaction by deliver of an improved product through employee development, job engineering, and quality image.
16. Manages in compliance with local, state, and federal laws and regulations.
17. Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
18. Maintains procedures for credit control and handling of financial transactions.
19. Maintains procedures for security of monies, guest security and emergency procedures.
20. Receives departmental-related guest complaints and ensures corrective action is taken.
21. All other duties as assigned by a manager or supervisor.

Skills and Abilities:

Read and interpret business records and statistical reports.

Use mathematical skills to interpret financial information and prepare budgets.

Analyze and interpret policies established by administrators.

Understand the government regulations covering business operations.

Make business decisions based on production reports and similar facts.

Make business decisions based on your own experience and personal opinion.

See differences in widths and lengths of lines such as those on graphs.

Deal with the general public, customers, employees, union and government officials with tact and courtesy.

Plan and organize the work of others.

Change activity frequently and cope with interruptions.

Speak and write clearly.

Accept the full responsibility for managing an activity.

Physical Demands: Light work: Exerting up to 20 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time), and/or up to 10 pounds of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Requires walking or standing to a significant degree, or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls, or requires working at a production rate pace entailing the constant pushing and or pulling of materials even though the weight of those materials is negligible.

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered “inside” if the worker spends approximately 75 percent or more of the time inside.

Reasoning, Mathematical and Language Development are indicative of the general level of development required to do this job. Some, but not necessarily all, areas mentioned in this section will be included in this job.

Reasoning Development: Apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form.

Mathematical Development: Algebra: Deal with system of real number; linear, quadratic, rational, exponential, logarithmic, angle and circular functions, and inverse functions; related algebraic solution of equations and inequalities; limits and continuity, and probability and statistical inference. Geometry: Deductive axiomatic geometry, plane and solid, and rectangular coordinates. General Math: Practical application of fractions, percentages, ratio, and proportion, mensuration, logarithms, practical algebra, geometric construction, and essentials of trigonometry.

Language Development: Reading: Read newspapers, periodicals, journals, and manuals. Writing: Write business letters, summaries, and reports, using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Speaking: Speak extemporaneously on a variety of subjects.

Qualifications