NOTE: $1,000 Sign on Bonus
Assists the Front Office Manager in directing and supervising the daily operational activities of the hotel's Front Desk Operations within the established guidelines to standards, and to ensure total guest satisfaction.
RESPONSIBILITIES:
- Ensures complete guest satisfaction.
- Prepared for guests at all times. (Attention to all details).
- Take ownership of environment, (people, property, valet, etc.)
- Have all the right people in the right place at the right time.
- Achieves financial goals.
- Manage and motivate all front desk personnel with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
- Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Assists in compiling and preparing financial reports, including rate and availability calendar.
- Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
- Performs front desk supervisory duties such as guest check-in, check-out, cash handling, balance and assign house bank, accept and record vouchers, traveler checks, and other forms of payment.
- Monitor lobby traffic and make staffing adjustments.
- Implement and monitor all corporate marketing initiatives.
- Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.
- Investigates guest complaints.
- Participates and/or steers the hotel Safety Committee.
- Ensures that Quality Standards and Services are maintained for Property, Product, and People.
- Provide assistance and instruction to other front desk staff.
- Manages Guest Service Relations, Training, and Guest Response processes.
- Communicates daily with other management, department heads and employees to ensure proper operating procedures are in compliance.
- Assist in Sales calls as part of the hotel sales effort.
- Must be able to work all shifts.
- Ensures Security for the hotel's customers, employees, and property assets.
- Remains current on business trends and local activities, including the competitive market.
- Enforces established policies and procedures for WinStar World Hotel and the hotel's brand.
- May be required to work a varying schedule.
- Assists in check-in / check-out of guests or any related guest service activity.
- Perform room inspections which require bending, stooping, reaching overhead, and moving throughout guest floors.
- Perform other duties as requested.
- Assists in conducting the departmental operational audits and assists in developing corrective action plans.
- Practices the WinStar World Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
- Supports hotel's training needs and efforts.
- Monitors Guest Scores to included Signature and focuses on product improvement to include the PIP and Capital process.
- Responsible for performing "other duties" as assigned by management.
REQUIREMENTS:
- Hospitality Experience.
- Excellent written & verbal communication.
- Must speak, read and write English.
- Must understand and maintain confidentiality in all circumstances.
- Strong analytical, problem solving & organizational skills.
- Ability to multitask in fast paced demanding environment.
- Microsoft Office skills required.
GROOMING/UNIFORMS
- All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
LICENSES OR CERTIFICATES
- Ability to obtain any certifications, licenses or permits that may be required by law or company Regulations.
TECHNICAL EXPERIENCE:
- Must have thorough knowledge of all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited-service hotel operations.
- Must have considerable knowledge of computer systems for guest registration, reservations, reporting etc.
- Must have above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.
- Must have thorough supervisory skills proficient in accomplishing the task.
- Must have the ability to develop subordinates to enhance advancement in the hotel and throughout the organization.
- Must have the ability to effectively deal with internal and external customers, some whom will require high levels of patience, tact, and diplomacy to defuse anger, and resolve conflicts.
- Must be well groomed in uniform or business attire.
- Must be trained in CPR Certification and/or First Aid Training preferred.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
- Physically mobile with reasonable accommodations.
- Must be able to lift and carry upwards to 25 pounds.
- Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
- Manual dexterity and coordination to operate office equipment, including 10 key adding machines, personal computers, fax machines, and photo copiers.
- Read, write, speak, and understand English.
- Operate in mentally and physically stressful situations.
- Respond to visual and aural cues.
- Work in cold & hot temperatures
- Possibly be exposed to secondhand smoke.
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your Manager.
NOTICE:
Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.