What are the responsibilities and job description for the Front Office Manager position at Home2 Suites by Hilton Alcoa Knoxville Airport?
What sort of CAREER have you always dreamt of having? If you answered “one that makes me HAPPY, that showcases my EXTRAORDINARY work ethic, provides amazing opportunity for growth and SUCCESS” then you have found your calling! We offer GREAT pay and GREAT benefits, such as our 401(k) program with employer match, PTO, Referral bonuses, GENEROUS company travel discounts, medical, dental, vision, life insurance, FREE telehealth, and DAILY PAY through our partner ZayZoon!!
Primary Responsibilities
- Manage and monitor activities of all employees in the Front Office department making sure the team adheres to standards of excellence.
- Schedule guest service team members according to labor standards and forecasted occupancy.
- Conduct employee training and development; assist in performance reviews and disciplinary action.
- Conduct applicant screening and initial interviews of guest services applicants.
- Maintain a professional and high-quality service-oriented environment at all times.
- Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
- Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
- Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
- Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
- Check accommodations, making sure any special requests are carried out.
- Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
- Greet guests upon arrival and ensure escort to accommodations if appropriate.
- Track employee performance with upselling guest rooms.
- Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
- Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
- Coordinate daily activities with hotel management team on a daily basis.
- Hold monthly department meetings keeping staff informed of all activities in the hotel.
- Other duties as assigned.
Education/Experience
- Experience using branded property management system of Franchise
- 1-3 years of experience in hospitality required
- Supervisory experience preferred
- Customer service experience required
- Attention to detail
Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.