Job Description
Participates in the development of business strategies which are aligned with the overall objectives of the hotel
- Develops and implements strategies for front office, bell staff, concierge, reservations, van service, etc. that support achievement of the hotel’s goals
- Monitors status regularly and adjusts strategies as appropriate
Manages the operation of the front office and related areas
- Creates the first impression by supervising the door, bell, van service, concierge and front office areas
- Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
- Assists with the preparation of annual budget; monitors achievement of budget and takes corrective steps as appropriate
- Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
- Creates rooms forecast weekly and 30/60/90 days out
- Analyzes business forecasts and schedules accordingly
- Ensures front desk handles billing and cash in accordance with hotel’s standards
- Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments
- Leads weekly rooms revenue meeting with AGM, GM, DOS, and others
Creates 100% guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver CARE! Service and teamwork
- Communicates and reinforces the vision for CARE! service to employees
- Ensures that employees provide CARE! genuine hospitality and teamwork on an ongoing basis
- Uses teamwork to support guests and employees
- Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
- Provides employees with the tools, training and environment they need to deliver CARE! service and teamwork
Develops and implements strategies and practices which support employee engagement
- Recruits and selects qualified candidates
- Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
- Communicates performance expectations and provides employees with on-going feedback
- Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
What are we looking for?
- Someone with at least 5 years experience leading a Front Office team in a service focused hotel or resort environment
- Someone with strong Computer skills, and experience with PMS systems
- Someone available to work a flexible schedule to include mornings, nights, weekends and holidays
- Someone with excellent verbal and written communication skills
- Someone with the ability to work in a fast-paced setting
- Someone with a strong desire to lead by example and make a positive impact on other people
- Someone with an outgoing and engaging personality
- Someone with the stamina to be on their feet for extended periods of time