What are the responsibilities and job description for the Front Office Manager position at Hilton Madison Monona Terrace?
Description
POSITION PURPOSE:
The Front Office Manager oversees all Front Office Operations (Night Audit, Concierge, and Front Desk) to ensure profitability, control costs, quality standards and create a welcoming and comfortable atmosphere for all hotel guests, visitors and team members.
ESSENTIAL FUNCTIONS:
Manages and positively motivates all Front Office associates on a daily basis and continuously creates a fun and creative work environment for entire team.
Responsible for department staffing, training, discipline, scheduling, and monitoring performance to ensure adherence to all service and productivity standards to provide exceptional guest satisfaction by going above and beyond everyday expectations.
Takes an active role in training all front office staff including developing and implementing training plans.
Checks room reservations, front office systems, supplies inventory, scheduling, and departmental budgeting to maximize revenue.
Continually focuses on improving guest service scores.
Communicates with guests and associates both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
Implements and monitors all corporate marketing programs to include Hilton Honors program & packages.
Organizes and conducts pre-shift and departmental meetings to share pertinent information.
Attends other hotel meetings as deemed necessary.
Receives and resolves all departmental guest complaints in timely manner and within the guidelines of the company.
Performs room inspections, which requires bending, stooping, reaching overhead and moving throughout guest floors.
Maintain compliance with all Marcus Hotels & Resorts & Hilton Worldwide standards.
Assists in check in/check out of guests or any related guest service activity.
Support the Transportation department as needed.
Performs any other duties as assigned or requested.
POSITION REQUIREMENTS:
Previous knowledge of Hilton systems highly preferred as well as Microsoft office programs.
Previous management experience in a hotel setting. Previous Hilton experience preferred.
Ability to read, write, speak and understand the English Language in order to communicate with guests and associates.
Ability to effectively deal with internal and external customers.
Ability to develop and implement best practices.
Practices professional organization skills.
Must be able to remain guest-focused at all times.
BENEFITS:
- Medical, dental, vision and life insurance offered for full time associates following initial waiting period
- 401K for eligible associates following 90 days of employment
- Paid vacation time for eligible associates
- Free employee parking on site
- Free meal during each shift worked
- Discounts at Marcus Hotels & Resort locations & Hilton worldwide locations
- Free/discounted movie tickets at Marcus Theater locations
- Hilton branded training and development
- Ability to transfer and promote within Marcus Hotels & Resorts
- We are an equal opportunity employer and maintain a drug free work place
· This organization uses E-Verify to confirm employment eligibility in the US