*PLEASE DO NOT APPLY IF YOU DO NOT HAVE KNOWLEDGE OF HILTON BRAND ONQ PMS, R&I AND RMS
JOB TITLE:
Director of Front Office
DEPARTMENT:
Front Office
SCOPE OF RESPONSIBILITY:
The Director of Front Office is responsible for
ensuring the operation of Front Desk, Night Audit, Reservations / Airline agent in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. Work closely with General Manager in managing daily published rates and inventory.
EMPLOYEE MANUAL: All employees must completely understand
the requirements of their job. Prior to being assigned to the position, a complete understanding of the Employee Manual is necessary since the person holding the position will be subjected to the rules and regulations listed in the manual.
Must possess strong knowledge of OnQ PMS, R&I and RMS
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with service standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
Comply at all times with service standards and regulations to encourage safe and efficient hotel operations.
Maintain a warm and friendly demeanor at all times.
Respond to all guest requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Room Division personnel according to S.O.P.’s.
Prepare and conduct all front-of-house Room Division interviews and follow hiring procedures according to S.O.P.’s. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
Develop employee morale and ensure training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Ensure implementation of all policies and house rules. Understand hospitality terms.
Monitor oversold dates to ensure the maximization of rooms revenue.
Tour rooms operating departments daily, greeting employees and soliciting feedback.
Be available to the hotel at all times.
Maximum room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Attend daily and monthly Rooms Merchandising meetings.
Complete the monthly re forecast.
Monitor and support the corporate Guest Recognition Program.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with S.O.P.’s in Rooms and Loss Prevention.
Conduct walk-through of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, equipment change-over, etc.
Conduct weekly Rooms Division meeting, including a monthly financial review.
Perform Rooms Managers’ performance reviews according to S.O.P. and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Prepare department heads for succession through development of their need areas.
Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
Participate in required M.O.D. program as scheduled.
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.
Assist in preparation of revenue and occupancy forecasting.
Operate radios efficiently and professionally in communicating with hotel staff.
Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff are knowledgeable in understanding and implementing corporate programs.
Monitor and manage daily inventory and published rates, review daily with the general manager.
Monitor rates posted by the competitive set and advise the general manager if changes need to be made to the hotels rate structure.
Monitor all V.I.P’s, special guests and requests.
Manage and direct closely Front Desk Manager on daily bases.
Work closely with reservations / airline agent to ensure the accuracy and time efficiency of all airline reservations, posting & billing.
Conduct meetings according to standards as required by management.
Perform any other duties as required.
General Manager
SAFETY STATEMENT:
Job Specification
As an employee, it is your responsibility to be aware of and report any and all safety hazards or violations you may see or witness in the course of performing your required duties.
Employees must meet these minimum requirements:
Type of Education: H.S. Diploma
Level of Education: 12
Apprenticeship Program: none
Level of Experience: some customer service
Business Mechanical Skills
Calculator PBX
Computer Literate Front Desk Machine Copier Fax
Physical Activities and Requirements Normal Work Position
Standing and walking 100% of the time Lifting Bending
Minimum Weight Employee must be able to lift:
50 pounds
Working Conditions
Work alone and with others
Responsibilities
Care of Equipment: Occasionally
Safety of Others: Occasionally
Guest Contact: Frequent
Confidential Data: Frequent
Decision Making: Occasionally Acts in Supervisory Capacity: Occasionally
Sensory Requirements:
Sight: Partial
Hearing: Full
EOE
*PLEASE DO NOT APPLY IF YOU DO NOT HAVE KNOWLEDGE OF HILTON BRAND ONQ PMS, R&I AND RMS