Directly supervises the Front Desk staff and department operations (e.g. hiring,
terminating, disciplinary actions, performance evaluations). Schedules subordinates,
maintaining adequate staffing levels while adhering to labor standards guidelines.
Assures maximum guest service through training, including but not limited to hotel
amenities, the local area, shopping, dining, entertaining, current groups, and banquet
functions.
Selects or assists in the selection of hotel staff and complete all new hire paperwork.
Monitors Revenue Management systems to ensure the hotel is positioned as a market leader in RevPAR.
Reviews employee performance and conducts personnel actions such as disciplinary
actions and terminations.
Maintains accurate records including cash flow sheet, direct bill accounts, credit card
receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
Conducts or assists in conducting staff meetings.
Adheres to all franchise and company procedures and regulations as well as standard
operating procedures.
Receives and resolves or assists in resolving guest complaints and employee issues.
Performs functions of the General Manager in their absence.
Covers shifts in all departments as scheduled by the General Manager
Corresponds with group and travel agents to answer special requests for rooms and rates
Assists with sales and marketing efforts as directed
Maintains and implements established Emergency Procedures, assuring the security of
guests and monies.
Answers inquiries pertaining to hotel policies and services
Participates in the preparation of the hotels annual budget. Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines
Note: Other duties as assigned by General Manager or Area Director
Skills Required
- Supervisory experience overseeing front desk or hotel staff
- Knowledge of front desk operations, reservations, and registration procedures
- Familiarity with Revenue Management systems and RevPAR optimization
- Experience with hiring, performance evaluations, disciplinary actions, and terminations
- Cash handling and accurate financial recordkeeping (cash flow, credit card receipts, direct bills)
- Ability to act as General Manager in their absence and cover multiple department shifts
- Guest service training and complaint resolution skills
- Ability to coordinate with group and travel agents and support sales/marketing efforts
- Knowledge of franchise/company standard operating procedures and emergency procedures
- Ability to participate in budget preparation and wage/salary surveys
What We Do
Texas Western Hospitality Group is a premier hotel management company headquartered in Dallas, Texas. As the management arm of Western International, it specializes in owning, operating, and developing select-service, extended stay, and full-service hotels. The company manages a diverse portfolio of properties under renowned brands including Marriott, Hilton, and IHG, currently operating over 36 hotels across three states with a focus on excellence in hospitality.
