Responsible for managing and administering Front Office operations in the hotel&039;s continuing effort to deliver outstanding guest service and financial profitability.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
Leading Front Office Operations Team
Assists employees in understanding guests’ ever- changing needs and expectations, and exceeding them.
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
Department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
Verifies that the team has the capabilities to meet expectations.
Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
Leads by example demonstrating self- confidence, energy and enthusiasm.
Managing Front Office Operations Functions
Frequent meets with staff on a one- to- one basis.
Takes proactive approaches when dealing with employee concerns.
Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).
Performs other duties, as assigned, to meet business needs.
Communicates/updates all goals and results with employees.
Performs hourly job functions as needed.
Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
Follows property specific second effort and recovery plan.
Assists the team scheduling against guest and hours/occupied room goals.
Manage all Front Office operations to include, but not limited to, guest service and registration (check- in/check- out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting.
Extends professionalism and courtesy to employees at all times.
Managing and Monitoring Activities that Affect the Guest Experience
Provides excellent customer service by being readily available/approachable for all guests.
Strives to continually improve guest and employee satisfaction.
Takes proactive approaches when dealing with guest concerns.
Extends professionalism and courtesy to guests at all times.
Understands the RHG brand&039;s service culture.
Responds timely to customer service department request.
Verifies that all team members meet or exceed all hospitality requirements.
Managing Profitability
Initiate and implement up- selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Assists in performing required annual audit.
Verifies that a viable key control program is in place.
Strives to maximize the financial performance of the department.
Conducting Human Resources Activities
Receives hiring recommendations from team supervisors.
Celebrates successes and publicly recognizes the contributions of team members.
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Verifies that orientations for new team members are thorough and completed in a timely fashion.
Interviews and assists in making hiring decisions.
Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
Create 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
Performs other duties required to provide the service brand behavior and genuine hospitality.
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Adhere to hotel policies and procedures:
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
Communicate effectively with guests, co- workers and the manager.
Maintain a favorable working relationship with all other hotel employees to foster and promote a co- operative and harmonious working environment.
Comply with hotel security, fire regulations and all health and safety procedures.
Ensures compliance management of emergency rules and procedure.
At all times projects a favorable image of the Hotel to the public.
Attends work on time as scheduled.
Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
