Front Desk Manager

Job Summary

The Front Desk Manager is responsible for ensuring the operation of the Front Office and lobby market 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, and market sales.

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.

Exempt managers must customarily and regular direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.

Education & Experience

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must have a valid driver's license from the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be effective is operating lobby market POS system and troubleshooting (if needed).

Requirements:

Job Duties & Functions

• 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 Avion Hospitality S.O.P.'s.
• Ensure compliance to brand and company training, using the steps to effective training according to Avion Hospitality standards.
• Prepare and conduct all Front Desk interviews and follow hiring procedures according to Avion Hospitality S.O.P.'s.
• Conduct all 90 day and annual Front Desk employee performance appraisals according to S.O.P.'s.
• Develop employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain 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.
• Supervise operations of the lobby market for accuracy and theft prevention.
• 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, i.e., 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 Avion Hospitality S.O.P.'s 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 Avion Hospitality S.O.P.'s.
• 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, i.e., 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 Avion Hospitality S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring that Avion Hospitality courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality S.O.P.'s.
• Ensure implementation of all Avion Hospitality 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 Avion Hospitality 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 Avion Hospitality 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 Avion Hospitality 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 Avion Hospitality standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Avion 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 such as 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 Avion Hospitality standards as required by management.
• Other duties as required.

Working Conditions/Environment

The following outlines the work environment employees will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Frequency Grid 112019

N = Not Anticipated 0% O = Occasionally 1-33% (per shift) F = Frequently 34-66% (per shift) C = Constantly 67-100% (per shift)

Work Environment

Associate is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.- N

Associate is subject to outside environmental conditions: No effective protection from weather.-N

Associate is subject to extreme heat or cold (temperatures below 32 degrees or above 100 degrees) for periods of more than one hour.- N

Associate is subject to noise: There is sufficient noise to cause the employee to shout in order to be heard above ambient noise level.- C

Associate is subject to vibration: Exposure to oscillating movements of the extremities or whole body.- N

Associate is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.- N

Associate is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dusts, mists, gasses, or poor ventilation.- N

Associate is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.- N

Associate is required to function in narrow aisles or passageways.- N

Associate is exposed to infectious diseases.-N

None: Associate is not substantially exposed to adverse environmental conditions (as typical office or administrative work).- C

Physical Requirements

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.-N

Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.- N

Stooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles.-N

Kneeling: Bending legs at knee to come to rest on one or both knees.- N

Crouching: Bending the body downward and forward by bending leg(s) and spine.- N

Crawling: Moving about on hands and knees or hands and feet.- N

Reaching: Extending hand(s) and arm(s) in any direction, particularly for sustained periods of time (typing/using a mouse).- F

Standing: Remaining upright on the feet, particularly for sustained periods of time.- F

Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.- F

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.-O

Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.- O

Finger Dexterity/Grasping: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.- F

Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.- F

Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers or guests accurately, loudly, or quickly.- C

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive information through oral communication.- C

Repetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.- C

Vision: Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; determine accuracy, neatness, and thoroughness of the work assigned; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurements devices; and/or assembly or fabrication of parts at distances close to the eyes.- C

Lifting

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to positions.- O lbs.

Background Check

This job requires a valid drivers' license and motor vehicle background check.- Yes

This job requires a criminal background check. Yes

This job requires a drug screen to be completed. No

General

This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The associate will also perform other reasonable business duties as signed by the supervisor.

Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.

If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.

Avion is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.

I HAVE READ AND UNDERSTAND THE JOB DESCRIPTION AS STATED ABOVE AND ACCEPT THAT ANY OF THE TASKS MAY BE MODIFIED OR CHANGED. I ACCEPT RESPONSIBILITY FOR KNOWING THE MODIFICATIONS AND / OR CHANGES IN THIS JOB DESCRIPTION. I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THIS JOB AS LISTED ABOVE, WITH OR WITHOUT REASONABLE ACCOMMODATION.