Hotel Operations Supervisor

6 days ago

Milwaukee Wisconsin, United States Hyatt Regency Milwaukee Full time
Job Summary:

The Front Desk Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.

Responsibilities:
  • Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations in an attentive, courteous and efficient manner.
  • Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all Front Desk personnel according to company standards.
  • Ensure compliance to brand and company training using the steps to effective training according to company standards.
  • Prepare and conduct all Front Desk interviews and follow hiring procedures according to company standards.
  • Conduct all 90 day and annual Front Desk employee performance appraisals according to company standards.
  • Develop employee morale and ensure training of Front Desk personnel.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, monitoring credit report and maintaining close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in required M.O.D. program as scheduled.
  • Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
  • Ensure all end of the month report dates are met, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, etc.
  • Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain company standards regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to company standards.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain company standards in its use.
  • Monitor the process of taking reservations, ensuring that company courtesy and up-selling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with company standards.
  • Ensure implementation of all company policies and house rules.
  • Understand hospitality terms.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the company philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to company standards.
  • Obtain all necessary information when taking room reservations.
  • Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
  • Be aware of all rates, packages and promotions currently underway.
  • Follow and enforce all company hotel credit policies.
  • Process and handle guest laundry (property specific).
  • Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies according to company standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly company team meeting.
  • Focus the Front Desk Department on their role in contributing to the guest service scores.
  • Monitor all V.I.P.'s, special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Be familiar with all corporate sponsored programs, including airline mileage, Triple Upgrade or V.I.P. programs and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Conduct meetings according to company standards as required by management.
  • Other duties as required.

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