Looking for Hilton Experience

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Manage front office services in compliance with policies, procedures, standards and regulations. Respond to all guests’ requests, complaints, praises and/or accidents presented at the Front Desk or other Department, through reservations, comment cards, social media,letters and or phone calls and follow up to ensure satisfaction.  Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements. Manage staff schedules to ensure adequate coverage.  Train and motivate associates to have positive and effective guest relations skills. Ensure staff compliance with all guest service basics such as uniforms, name tags and proper guest greeting.  Regularly review service scores to identify areas needing improvement and implement appropriate changes.  In conjunction with the Human Resources department, recruit, hire, train, coach, counsel, resolve conflicts, discipline and terminate staff as appropriate through fair treatment and in compliance with Company policy and procedures. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Administer and ensure all required training occurs including orientation, safety, fire, chokesaver and blood-borne pathogen. Prepare and conduct associate performance and salary reviews in a timely manner and in accordance with Company guidelines. Ensure staff compliance with internal controls, policies, procedures, standards and regulations. Insist on a work environment that is free from harassment. Promote the hotel as an employer of choice in the community.  If necessary, develop action steps to correct any expense problems.  In conjunction with Sales, sell and upsell hotel services to meet/exceed sales and financial objectives. Manage registration/key systems, guest transportation, promotions to capture more guests and a larger share of the local market.  Ensure accurate guest bills, deposits and payments in compliance with policies and procedures. Ensure accurate and appropriate administration of frequent traveler benefits. Review and monitor internal control procedures. Report, investigate and resolve violations to policies, procedures and regulations. Review vendors, products and bills to ensure procurement of top quality products at minimum prices. Submit recommendations to senior management on internal controls, policies and procedures improvements.  Manage and promote an accident prevention program to minimize liabilities and related expenses. Manage staff compliance with appropriate sanitary, safety, security and emergency policies, procedures, standards and regulations. Ensure staff is proficient in and compliant with sanitary, safety, security and emergency procedures. Notify senior management of any potential liability and propose proper course of action to prevent the hotel from incurring any such liability. Recommend additional safeguards as appropriate. Practice safe work habits.  Walk the operations daily to identify issues and to speak with and listen to associates. Ensure associates are properly trained in cash handling procedures and credit card transactions. Ensure adequate controls are installed and maintained for the protection of the hotel’s financial assets against loss or misappropriation. Manage inventories as appropriate. Ensure cleanliness and preventative maintenance programs are in place to protect assets and maintenance problems are promptly reported to Engineering through proper channels. Submit recommendations for changes and improvements to senior management.

 Effectively and efficiently manage the staff, day-to-day operations and services. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally, to assist senior management in positioning the hotel as a market leader. Be a coach with a positive attitude on a daily basis. Implement, manage and comply with Company policies, practices and programs. Ensure compliance with brand standards and local, state and national regulations. Ensure optimal levels of quality service and hospitality are provided to guests. Maintain effective and useful business relationships with preferred hotel vendors, as appropriate. Regular and timely attendance with high standards of personal behavior, appearance and grooming including wearing the proper nametag when working.  Ensure all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines. Approach all encounters and actions with guests and associates in a friendly, service oriented manner. Conduct regular meetings with staff to provide organizational information and educate associates on changes and activities. Communicate front office activities and plans with peers and superiors to obtain appropriate consultation, guidance and approval.  Complete all required and requested reporting in a timely and accurate manner. Perform special projects and other responsibilities as assigned.  Participate in required M.O.D. program as scheduled  Ensure that no-show revenue is maximized through consistent and accurate billing.  Maintain Company policy regarding Purchase Orders and checkbook accounting Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, credit report and maintain close observation of daily house count. Monitor selling status of house daily. Review allowances.  Review daily Front Office work and activity reports generated by Night Audit.

Job Type: Full-time

Pay: $40,000.00 - $46,000.00 per year

Benefits:

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

Schedule:

• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• Weekends as needed

Work setting:

• In-person

Ability to Relocate:

• North Conway, NH: Relocate before starting work (Required)

Work Location: In person