Purpose for the Position:
Must be knowledgeable in hotel PMS system. Preferable Room Master.
To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, telephone services and guest accounting to maintain established operational standards and maximize profits of the hotel.
§ Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
§ Maintains standards of guest service quality.
§ Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
§ Contributes to the profitability and guest satisfaction perception of other hotel departments.
§ Develops short term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
§ Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
§ Manages in compliance with established company policies and procedures.
§ Manages in compliance with local, state and federal laws and regulations.
§ Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
§ Maintains procedures for credit control and handling of financial transactions.
§ Maintains procedures for security of monies, guest security and emergency procedures.
§ Receives departmental related guest complaints and ensures corrective action is taken.
§ Schedules staff per labor standards and forecasted occupancy.
§ Ensures staff uses correct guest interaction skills.
§ Performs other related duties as required.
§ Knows and complies with all company policies and procedures pertaining to this position and its duties.
§ Rewards employees who use their empowerment to meet or exceed guest expectations
This job involves:
§ Teaching, mentoring, and directing hotel staff.
§ Close working relationship with all department heads.
§ Demonstrating self-confidence, energy and enthusiasm at all times.
§ Being comfortable with the high level of visibility and the leadership role within the hotel and community.
Specific vocational preparation:
Two years’ experience as a desk supervisor, one-year experience on
night audit, two years’ experience in front desk operations, Revenue management and one year of experience in either direct sales or retail trade OR, an equivalent level of education and experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee will be required to:
§ Long and varied hours are often required
§ Ability to use hands to fingers, handle, feel, talk and hear
§ Frequently stand, walk or sit for extended periods
§ Bending, reaching, stooping or crouching on occasion
§ Light work – Exerting up to 25 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects.
§ Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus. Lift, carry, push or pull up to 20 pounds frequently and up to 50 pounds on occasion.
§ Ability to see, hear, speak, read, write and understand English.