Supervises: Guest Services Representative, PBX Operator, Bell Staff, Night Audit.
Job Purpose: To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may also report to this position. Job Responsibilities:
1.Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
2.Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
3.Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
4.Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
5.Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
6.Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
7.Receive departmental related guest complaints and ensures corrective action is taken.
1.Analyze and interpret business records and statistical reports; interpret policies established by administrators.
2.Use mathematical skills to interpret financial information and prepare budgets.
3.Understand the government regulations covering business operations.
4.Make business decisions based on production reports and similar facts, experience, and opinion.
5.Plan and organize the work of others.
6.Change activity frequently and cope with interruptions.
Describe the minimum qualifications needed to complete the job responsibilities. EducationBachelor's Degree in Management, Hotel Administration, Business or related field. ExperienceMinimum 1 year experience on night audit, 2 years experience in front desk operations, and 1 year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.
Check all that apply
XInterview, select and train associates
XSet and adjust associates' rates of pay and hours of work
XDirect the work of associates
XAppraise associates' productivity and efficiency for purpose of recommending promotions or other changes in status
XHandle associate complaints
XPlan the work
XDetermine the techniques to be used
XApportion the work among associates
XDetermine types of materials, supplies, machinery, equipment/tools used or merchandise to be bought, stocked & sold
XControl the flow and distribution of materials or merchandise and supplies
XProvide for the safety and security of the employees or the property
XPlan and control the budget Monitor or implement legal compliance measures
XCustomarily and regularly direct the work of at least 2 or more full-time associates or their equivalent (1 full-time associate at 40 and 2 half-time associates at 20 hours each, are equivalent to 2 full-time associates).
XAuthority to hire or fire other associates, or makes suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other associates are given particular weight. Discretion & Independent
Judgment: Answer all questions and provide multiple specific examples.
QuestionAnswer (If yes, give multiple examples) Does this position have authority to formulate, affect, interpret, or implement management policies or operating practices? Yes, develops financial and operational plans for the guest service department which relate to the overall objectives of the hotel.
Does this position have authority to commit the employer in matters that have significant financial impact?Yes, participates in the preparation of the annual hotel budget.
Does this position have authority to waive or deviate from established policies and procedures without prior approval? Yes, develops operational plans for the guest service department which relate to the overall objectives of the hotel.
Does this position have authority to negotiate and bind the company on significant matters?Yes, maintains procedures for credit control and handling of financial transactions.
Is this position involved in planning long or short-term business objectives?Yes, develops short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participates in the preparation of the annual hotel budget.
Does this position represent the company in handling complaints, arbitrating disputes or resolving grievances?Yes, supervises Front Desk staff. Receives departmental related guest complaints and ensures corrective action is taken.
Does this position have authority to make an independent choice, free from immediate direction or supervision or make decisions or recommendations that may occasionally be reviewed, revised or reversed?Yes, develops operational plans for the guest service department which relate to the overall objectives of the hotel.
Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this job.
Working Conditions: Indicate the environmental aspects of the job.
Ability to speak and hear. Close and distance vision.
Frequent sitting with some walking and standing.
Frequently lifts/carries up to 10 lbs.
Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
Continually works in normal office conditions and in close proximity to others.
Additional physical & visual requirements (check all that apply)
Additional working conditions (check all that apply) Identify and distinguish colors
Outdoor weather conditions
XStand for long periods of time
Extreme cold (non-weather)
XWalk extended distances
Extreme heat (non-weather)
XLift/carry 6-25 lbs.Wet or humid conditions Lift/carry 26-50 lbs.
Near moving or mechanical parts Lift/carry over 50 lbs.
On high precarious places
XReach hands and arms in any direction
With fumes or airborne particles Kneel and/or stoop repeatedly
Near toxic or caustic chemicals
XAble to work overtime and irregular hours
Near risk of electrical shock Near loud noises In areas of strong vibration Other______________________________
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.