Scope:

Coordinates the front office activities of the hotel and provides support to the General Manager by performing the following duties.

Primary Responsibilities:

Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.

Motivates staff within all hotel departments and establishes a productive working environment for hotel.

Conducts performance evaluations and provides feedback to employees.

Oversees and participates in guest registration.

Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.

Ensures agents use the appropriate walk-in sales strategy.

Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.

Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.

Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Provides a professional image at all times through appearance and dress.

Follows company policies and procedures and is able to effectively communicate them to subordinates.

Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

Conducts training classes regarding safety, security, department procedures and service guidelines.

Performs functions of the General Manager in their absence.
Assists General Manager in conducting staff meetings.

Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

Note: Other duties as assigned by supervisor or management

Qualifications:

Qualifications:

Education/Experience: One-year certificate from college or technical school; or 6 months to 1 year related experience and/or training; or equivalent combination of education and experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills and qualities:

Leadership skills.

Interpersonal skills.

Communication skills.

Computer Skills and Typing

Planning and Organizational ability.

Reading, writing, simple math

Customer service orientation.

Patience and understanding

Rational and patient problem solving

Working Conditions:
Will be required to work nights, weekends and holidays.
Will be required to work in fast paced environment.
May be required to be on call when away from work.

Physical/Cognitive Activities:

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to manage the functional areas of guest services, therefore a significant portion of the workday is spent moving about, speaking and listening, usually while standing up.

The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotel's computer system for reservations, scheduling or other guest related services.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to smell.

Lifting or carrying approximately 50 lbs. can occur at times, but not often.

A small portion of time is spent sitting down and some of this time is spent completing departmental paper work, such as schedule or occupancy reports.

Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Organizational Structure:

Reports to: Guest Service Manager

Subordinates: Guest Service Representatives, Night Audit, Van Drivers

Job title also known as: Assistant Guest Service Manager, Assistant Front Office Manager, Assistant Front Desk Manager

This job description is a general representation of the duties and responsibilities commonly found in Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.



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