Front Office Manager
3 weeks ago
As a Guest Services Manager at HRI Development, you will be responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. This includes directing, implementing, and maintaining a service and management philosophy that serves as a guide to respective staff members.
Key Responsibilities:
- Complete bi-weekly payroll and access all functions of the computer system according to established procedures and standards.
- Answer department telephones within three rings, using correct greetings and telephone etiquette.
- Check Front Desk and storage areas for proper supplies, organization, and cleanliness.
- Review the previous day's occupancy and room revenues, monitoring discrepancies with Accounting.
- Ensure that all staff report to work as scheduled, documenting any late or absent employees.
- Coordinate breaks for staff and assign work duties according to departmental procedures.
- Conduct pre-shift meetings with staff, reviewing all information pertinent to the day's business.
- Inspect grooming and attire of staff, rectifying any deficiencies.
- Monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards.
- Monitor the check-in/check-out process, ensuring agreement to hotel standards, and anticipate critical situations to assist in alleviating pressure and processing guests expediently.
- Monitor communication logs and ensure that guest requests are followed up within 20 minutes.
- Monitor safe deposit box procedures, auditing accuracy of cards with proper signatures and ensuring availability of keys.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
- Monitor staff interaction with guests, ensuring prompt and courteous service, and resolve any discrepancies.
- Assist staff with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Promote positive guest relations at all times.
- Monitor and handle guest complaints by following the six-step procedures and ensuring guest satisfaction.
- Assist guests with reports of lost or stolen articles, following hotel policy.
- Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
- Contact newly registered guests ten minutes after check-in to establish guest satisfaction, resolving any dissatisfaction immediately.
- Ensure the security of guest room access.
Additional Responsibilities:
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Anticipate sold-out situations and know how many rooms are overbooked, locating alternative accommodations for guests and "walking" guests, following hotel policies and procedures.
- Audit surrounding area hotels daily for status of rooms, rates, discount rates, and packages.
- Anticipate low-occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of rooms.
- Review the arrival report for accuracy and completeness, checking printed registration cards against information on arrival reports and rectifying any deficiencies.
- Ensure that all V.I.P.'s are pre-registered according to standards.
- Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in, and reporting guest concerns.
- Print special requests reports and block according to specifications.
- Balance room types daily according to departmental procedures.
- Print credit check reports and review the status of each account, following up on accounts beyond approved credit limits.
- Review resumes for arriving groups, organizing and coordinating master accounts and check-in/check-out, pre-registration procedures.
- Print and review masters for departed groups, checking accuracy and distributing to Accounting.
- Review flag reports and follow up accordingly.
- Coordinate delivery time of amenities with room service, ensuring timely delivery.
- Monitor V.I.P. arrivals, greeting and escorting them to their rooms.
- Review requests for late check-outs and approve according to occupancy, communicating such to Housekeeping.
- Review all out-of-order rooms daily with respective departments to determine the most current status and estimated date for return to room inventory.
- Print reports on discrepant rooms, researching discrepancies and entering current status accordingly.
- Complete bucket checks nightly according to departmental procedures.
- Maintain awareness of undesirable persons on hotel premises and escort off property, contacting Security where necessary.
- Ensure all closing duties for staff are completed before staff sign out.
- Provide feedback to staff on their performance, handle disciplinary problems, and counsel employees according to hotel standards.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Respond to all pages by beeper promptly.
- Prepare and submit daily/weekly payroll records.
- Complete work orders for maintenance repairs and submit to Engineering, contacting Engineering directly for urgent repairs.
- Document pertinent information in department log books.
- Complete all paperwork and closing duties in accordance with departmental standards.
- Review status of assignments and any follow-up action with the oncoming supervisor.
Minimum Requirements:
- High school graduate or equivalent, some college.
- Previous experience in guest services.
- Two years of experience as a Front Office Supervisor, preferably in a four-star hotel.
- Must be able to satisfactorily communicate in English with guests, management, and coworkers.
- Must be able to provide legible communication.
- Ability to enforce hotel standards, policies, and procedures with Front Desk staff.
- Ability to prioritize and organize work assignments, delegate work.
- Ability to direct performance of staff and follow up with corrections where needed.
- Ability to be a clear thinker, analyze, and resolve problems exercising good judgment.
- Ability to focus attention on details.
- Ability to suggestively sell available rooms.
- Ability to input and access information into systems.
- Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations.
- Ability to perform job functions to standards under pressure of multiple arrivals and departures.
- Ability to ensure security and confidentiality of guest and hotel information.
- Must be able to accurately compute mathematical calculations.
Benefits:
Competitive Pay, Free Employee Garage Parking, Free Full Fare IndyGo Bus Passes, Discounts, Medical, Dental, Visions, 401k with Match, and many more
HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws.
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