Directly
supervises all front office personnel and ensures proper completion of all
front office duties. Directs and coordinates the activities of the front desk,
reservations, guest services, scheduling, and telephone.
Reports to:
Assistant
Manager or General Manager
Responsibilities
and Duties:
|
Tasks
|
Competencies
|
- Participates in the selection of
front office personnel.
|
- Resources
- Interpersonal
|
- Trains, cross-trains, and
retrains all front office personnel, ensuring that Choice University is
maximized.
|
- Interpersonal
- Information
- Resources
- Systems
- Technology
|
- Schedules the front office/transportation
staff via GM approval
|
- Resources
- Information
|
- Weekly explores Choice Central
communicating changes in standards, promos., training, etc. to
department heads.
|
- Resources
- Interpersonal
|
- Evaluates the job performance of
each front office employee.
|
- Resources
- Interpersonal
|
- Maintains working relationships
and communicates with all Departments.
|
- Interpersonal
- Information
- Systems
|
- Ensures that T/A commissions are
verified and processed weekly.
|
- Resources
|
- Verifies that accurate room
status/rate plan tracking information is maintained. And properly
communicated.
|
- Information
- Systems
- Technology
|
- Resolves guest related problems
quickly, efficiently, and courteously.
|
- Interpersonal
- Information
- Systems
|
- Updates group information.
Maintains, monitors, and prepares group requirements. Relays information
to appropriate personnel.
|
- Interpersonal
- Information
- Technology
- Systems
|
- Reviews and ensures that the
nightly audit pack is complete and that PMS reports are in complete
balance with M-3.
|
- Information
- Technology
|
- Works within the allotted budget
for the front office.
|
- Resources
|
- Understands that he/she will be
required to work front desk shifts.
|
- Information
- Interpersonal
- Systems
|
- Ensures that credit card batches
are balanced to PMS reports and successfully submitted each day.
|
- Resources
- Systems
|
- Processes weekly invoices for
direct bill accts. Updates GM
with weekly aging reports. Posts
direct bill payments.
|
- Resources
- Information
- Systems
|
- Participates in regularly
scheduled meetings of front office personnel.
|
- Interpersonal
- Information
|
- Wears the proper uniform/nametags
at all times. Requires all front office employees to wear proper
uniforms at all times.
|
- Resources
- Interpersonal
|
- Upholds the hotel's commitment to
hospitality.
|
- Interpersonal
|
- Perform
any and all duties not specifically outlined above that are an inherent
part of the position. Perform and
execute any requests made by corporate or supervisor in a cooperative
and expeditious manner.
|
1. Interpersonal
|
Requisites
Education:
Minimum of
two-year college degree. Must be able to speak, read, write, and understand the
primary language(s) used in the workplace.
Must be able to speak and understand the primary language(s) used by
guests who visit the workplace.
Experience:
Minimum of
one year of hotel front desk experience, experience handling cash, accounting
procedures, and general administrative tasks.
Physical:
Requires
finger dexterity, grasping, writing, standing, sitting, walking, repetitive
motions, verbal communications, and visual acuity.
