JOB SUMMARY:  Under general supervision, manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with ANTHC policies and procedures. Provides leadership and support to all members of the Front Office including reservationists, concierge, auditors, etc.

REPRESENTATIVE DUTIES Manage and monitor activities of all employees in the Front Office department making sure they follow the ANTHC patient housing policies and procedures, coaching, training and correcting where needed. Qualify reservation requests from ANTHC departments, Service Units and patients to determine eligibility. Maintain a professional and high quality service oriented environment at all times.

Assists the Assistant Housing General Manager in the areas of recruiting, hiring, coaching, discipline, and evaluations of personnel.

Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Process incident reports and ensure Patient Housing and ANTHC incident tracking system is updated. Verify details of event, department response and follow up are documented accurately and in a timely manner. Works with the ANMC medical staff to ensure that any special customer needs are being met.

Inform all Front Office staff of daily activities, and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly. Coordinate daily activities with the patient housing management team.

Work closely with the housekeeping, food services and partner patient housing teams to improve guest services and foster cross departmental communication. Verifies that accurate room status information is maintained and properly communicated.

Full responsibility for scheduling and timekeeping of the department. Full responsibility for purchasing supplies for the department. Assist with the yearly budget for the front office budget.

Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures.

Upholds the ANTHC Patient Housing commitment to hospitality, be ensuring that employees are, at all-time attentive, friendly, helpful and courteous to all customers and co-workers.

Assist with the development of department metrics and how to report them up on a monthly basis. Assist in the preparation of the occupancy forecasting.

Operate all aspects of the front office computer system, including software maintenance, report generation, analysis and simple configuration changes.

Performs other duties as assigned.

Required Skills

KNOWLEDGE and SKILLS  Knowledge of customer service concepts and practice. Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966. Knowledge of state, federal, and tribal health care programs. Knowledge of state, federal and public/private insurance, including Medicaid/Medicare. Knowledge of Alaska Native culture and Alaska Tribal Health System. Knowledge of standard budgeting and budget analysis. Knowledge of process for policy development, and problem identification with associated resolution. Knowledge in analyzing and evaluating complex topics and issues and makes recommendation for improvement or solution. Skill in effectively managing and leading staff, and delegating tasks and authority. Skill in assessing and prioritizing multiple tasks, projects and demands. Skill in oral and written communication. Skill in operating a personal computer utilizing a variety of software applications. Sill in preparing and analyzing data and figures from computer generated reports. Skill in establishing and maintaining cooperative working relationships with other employees. Skill in analyzing customer service issues and preparing recommendation based on findings. Skill in working independently, making decisions and maintaining confidentiality. Skill in multi-tasking and working within deadlines to complete projects and assignments.

Required Experience

MINIMUM EDUCATION QUALIFICATION A Bachelor’s Degree in Hospitality Services, or similar field. Progressively responsible professional/exempt related work experience, education, or training may be substituted on a year-for-year basis for college education.

MINIMUM EXPERIENCE QUALIFICATION Non-supervisory – Four (4) years of hospitality/hotel front desk, or similar work experience involving a significant amount of customer service and hospitality. An equivalent combination of relevant education and/or training may be substituted for experience. AND Supervisory – One (1) year involving employee supervision.

MINIMUM CERTIFICATION QUALIFICATION N/A

PREFERRED EDUCATION QUALIFICATION N/A

PREFERRED EXPERIENCE QUALIFICATION Three (3) years of supervisor experience in a hospitality environment.

PREFERRED CERTIFICATION QUALIFICATION N/A

ADDITIONAL REQUIREMENTS N/A

WORKING CONDITIONS The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:  Must be able to lift approximately 50 pounds. ANMC is not a latex free facility; an employee should expect to work in an environment where latex may be present. Ability to stand, walk or sit for varied periods of time. May also be required to bend, twist and reach. May be occasionally exposed to infectious diseases. May be required to work outside the traditional work schedule which includes weekends, evenings and holidays.

KNOWLEDGE and SKILLS  Knowledge of customer service concepts and practice. Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966. Knowledge of state, federal, and tribal health care programs. Knowledge of state, federal and public/private insurance, including Medicaid/Medicare. Knowledge of Alaska Native culture and Alaska Tribal Health System. Knowledge of standard budgeting and budget analysis. Knowledge of process for policy development, and problem identification with associated resolution. Knowledge in analyzing and evaluating complex topics and issues and makes recommendation for improvement or solution. Skill in effectively managing and leading staff, and delegating tasks and authority. Skill in assessing and prioritizing multiple tasks, projects and demands. Skill in oral and written communication. Skill in operating a personal computer utilizing a variety of software applications. Sill in preparing and analyzing data and figures from computer generated reports. Skill in establishing and maintaining cooperative working relationships with other employees. Skill in analyzing customer service issues and preparing recommendation based on findings. Skill in working independently, making decisions and maintaining confidentiality. Skill in multi-tasking and working within deadlines to complete projects and assignments.