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Front Desk Operations Coordinator

2 months ago

Tampa Florida, United States Aloft Tampa Downtown Full time

About Us:

Aloft Tampa Downtown is a vibrant hotel located in the heart of Tampa, offering a unique blend of convenience and excitement. Our hotel provides easy access to premier destinations, including Busch Gardens, Tampa Theatre, and the iconic Tampa Riverwalk.

Job Summary:

We are seeking a highly skilled and experienced Front Desk Operations Coordinator to join our team. As a key member of our Front Office team, you will be responsible for managing the day-to-day operations of the front desk, ensuring exceptional customer service, and maintaining high levels of guest satisfaction.

Key Responsibilities:

  • Assist the Front Office Manager in managing the front desk operations, including guest registration, checkout, and telephone service.
  • Implement company and franchise programs to drive revenue growth and improve guest satisfaction.
  • Prepare forecasts and reports to assist in the development of the Rooms Division budget.
  • Monitor and maintain the front office systems and equipment to ensure optimum performance.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Provide training for entry-level associates and supervisors.
  • Develop and implement controls for expense management.
  • Utilize labor management tools to schedule and control labor costs.
  • Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
  • Ensure timely completion of performance appraisals.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
  • Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
  • Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
  • Maintain all front desk-related equipment and a par stock of supplies.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow, and associate performance to ensure high levels of customer satisfaction and quality.
  • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.

Requirements:

  • Minimum 1 year of front desk experience.
  • High School diploma or equivalent required.
  • Hotel experience preferred.
  • Proficient with PMS system and computer literacy a must.
  • Advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions.
  • Maintain a professional appearance and manner at all times.
  • Communicate well with guests.
  • Must possess thorough knowledge of all front office operations and individual job requirements.
  • Able to effectively deal with internal and external customers, some of whom will require a high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Able to manage multiple tasks at all times and have excellent organizational skills.
  • General knowledge of local area attractions and transportation.
  • Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.
  • Able to observe and detect signs of emergency situations.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.

Benefits:

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you.

For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.

Our Vacation, Sick, and Vacation programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA.

For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

Specific details and eligibility of these programs vary by location and employment status.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.