Director of Front Office
4 weeks ago
About Us:
The Embassy Suites by Hilton San Antonio Airport hotel is just half a mile from San Antonio International Airport (SAT) and seven miles from downtown San Antonio. This hotel offers 263 studio guest rooms and suites, free cooked-to-order breakfast and a nightly reception with complimentary drinks and snacks. Both leisure and business travelers looking for a relaxed, yet sophisticated, experience will feel right at home. Standard amenities include laundry service, an indoor pool and hot tub, fitness center, playground, 24-hour business center, restaurant, on-site convenience store/gift shop, in-room dining, complimentary parking, and high-speed internet access.
Position Overview:
We are seeking a hospitality professional who is passionate about delivering exceptional guest experiences in all suites brand setting. The ideal candidate must be able to utilize interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity and leads by example. They must be able to encourage and build mutual trust, respect and cooperation among team members. The candidate must be able to incorporate the company's core values within their daily activities. Our core values are at the center of every decision we make:
Every Person Matters
Together We Can Do Great Things
This Is More Than a Job
About our Benefits:
- Company paid short-term and long-term disability.
- Medical, dental and vision insurance
- Fidelity 401K retirement plan with employer matching up to 6% of contribution
- Hilton Hotel Travel Discount Program
- Paid Time Off (PTO)
- Free Meal
- Incentive Bonus
- Referral Bonus Incentive Program
- Team Member Assistance Program
Key Responsibilities:
- Manages and motivates all Front Office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
- Handle guest complaints, respond to emergency situations, inspect hotel public areas to ensure compliance to all procedures established by management.
- Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including rate and availability calendar.
- Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and/or attends meetings to obtain and disseminate pertinent information.
- Must be able to perform as Manager on Duty for the hotel.
- Implements and monitors all corporate marketing programs.
- Assigns and instructs Front Office management team and guest service agents in details of work. Observes performance and encourage improvement. Monitors lobby traffic and make staffing adjustments accordingly.
- Prepares and conducts daily pre-shift meetings, communicates effectively with all management and guest service agent's preparing them with the needed information to provide superior guest service. Monitors meal break compliance. Reviews all memos and e-mails in a timely manner and handles accordingly.
- Promptly answers the telephone using a positive and friendly tone. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested. Must remain visible and present at the front desk monitoring and assisting GSA's whenever possible.
- Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service agents, Front Office Management, and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Ensures required Quality Assurance Training is conducted and remains current. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
- Writes and completes personal management goals directly related to Front Office Business Plan goals.
- Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirables in conjunction with hotel security utilizing diplomacy and good judgement.
- Ability to perform the duties of all positions reporting to the Director of Front Office.
- Must be available to work am/pm/overnight, weekends, holidays and special events.
- Must have a clear Texas Driver's License.
- Other duties as assigned.
Qualifications:
- High school diploma or equivalent required
- Bachelor's degree from a four-year college or university degree in hotel administration or related field preferred.
- A minimum of four (4) years Front Office management experience of suite or full service preferred
- Must have a clear Texas driver's license
Skills Needed:
- Strong written and verbal communication skills
- Knowledge of front office systems
- Ability to effectively deal with internal and external customers; some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
- Ability to listen effectively and to speak English clearly.
- Able to read, speak and write Spanish preferred.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to stand, walk and continuously perform behand the front desk.
- Ability to communicate verbally and in writing in order to provide leadership and delegate where needed.
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