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Guest Services Manager

2 months ago

Charleston, West Virginia, United States Holiday Inn Express Charleston Full time
WE ARE HIRING - Our extensive renovation is approaching its conclusion, and we are in search of a distinguished Front Office Supervisor to guide the team at our esteemed establishment, Holiday Inn Express Charleston.

POSITION SUMMARY:

The Front Office Supervisor oversees all front desk staff and guarantees the efficient execution of all front office responsibilities. This role involves directing and coordinating activities related to guest services, reservations, and communication. Additionally, the supervisor prepares monthly reports and manages the budget for the front office department.

FRONT OFFICE SUPERVISOR DUTIES AND RESPONSIBILITIES:
  1. Conducts training, cross-training, and ongoing education for all front office staff.
  2. Assists in the recruitment process for front office personnel.
  3. Creates schedules for front office employees.
  4. Manages staff workload during shifts.
  5. Evaluates the performance of each front office team member.
  6. Maintains effective communication and relationships with all departments.
  7. Ensures master key control is upheld.
  8. Confirms that accurate room status information is maintained and communicated.
  9. Addresses guest concerns promptly, efficiently, and courteously.
  10. Updates group information and prepares group requirements, relaying necessary details to relevant personnel.
  11. Reviews and completes credit limit reports.
  12. Operates within the designated budget for the front office.
  13. Receives information from the previous shift manager and communicates essential details to the incoming manager.
  14. Oversees cashiers' check-in and check-out processes, verifying banks and deposits at the end of each shift.
  15. Enforces all cash-handling, check-cashing, and credit policies.
  16. Conducts regular meetings with front office staff.
  17. Maintains proper uniform standards for all front office employees.
  18. Upholds the hotel's commitment to exceptional hospitality.
  19. Prepares performance reports related to front office operations.
  20. Maximizes room revenue and occupancy by reviewing daily status, analyzing rate variances, and monitoring credit reports.
  21. Monitors high balance guests and takes appropriate actions.
  22. Ensures adherence to all hotel policies and house rules.
  23. Operates all aspects of the Front Office computer system, including software maintenance and report generation.
  24. Prepares revenue and occupancy forecasts.
  25. Ensures timely and professional logging and delivery of messages, packages, and mail.
  26. Ensures all employees are consistently attentive, friendly, helpful, and courteous to guests and colleagues.
  27. Monitors special requests and accommodations for V.I.P guests.
  28. Maintains required inventory levels of front office and stationary supplies.
  29. Reviews daily front office work and activity reports generated by Night Audit.
  30. Reviews the front office log book and guest feedback forms daily.
  31. Maintains an organized filing system for documentation related to purchases, schedules, forecasts, and reports.
  32. Performs additional duties as assigned by management.
PREREQUISITES:

EDUCATION:

A minimum of a two-year college degree is required. Proficiency in reading, speaking, writing, and understanding the primary language used in the workplace is essential.

EXPERIENCE:

A minimum of one year of supervisory experience in hotel front desk operations, along with experience in cash handling, accounting procedures, and general administrative tasks.

BENEFITS:

NorthPointe Hospitality provides a comprehensive benefits package, including a 401k plan with a fully vested employer match, Health, Vision, Dental coverage, and Paid Time Off.

Additionally, NorthPointe Hospitality offers a Daily Pay Option, allowing employees to make secure, instant transfers of earned wages for a fee, at any time.