Job Purpose: To maintain a high quality of services offered to guests through management of the functional areas including, but not limited to Front office, 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/ lead Front Desk and departments supporting front desk as listed. Leadership duties to include: hiring, terminating, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy. Maintain department daily/weekly Payroll.
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 associate 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.
8. Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
9. Other duties as assigned.
Job Skills:
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.
Physical Requirements: Indicate requirements that are representative of those that must be met to successfully perform the essential duties of this job.
Ability to speak and hear in English. Close and distance vision. 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.
Working Conditions: Indicate the environmental aspects of the job.
Continually works in normal office conditions and in close proximity to others.
What Makes You You
• Previous front desk or guest service leadership experience preferred
• Strong communication, organization, and customer service skills
• Professional, dependable, and able to lead by example
• Comfortable using hotel systems and managing multiple tasks
• Effective problem solver with a positive, team-oriented attitude
• Passionate about hospitality and creating great guest experiences
• Flexible to work any shifts, including holidays and weekends
Skills Required
- Previous front desk or guest service leadership experience
- Strong communication and organization skills
- Customer service skills
- Comfortable using hotel systems and managing multiple tasks
- Able to lead by example
- Flexible to work any shifts, including holidays and weekends
What We Do
Dimension Hospitality is an award-winning hotel management company with a reputation for success built on innovation, great brands, & great people.
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