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:
- Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
- 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.
- Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
- 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.
- Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
- Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
- Receive departmental related guest complaints and ensures corrective action is taken.
- Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
- Other duties as assigned.
Job Skills:
- Analyze and interpret business records and statistical reports; interpret policies established by administrators.
- Use mathematical skills to interpret financial information and prepare budgets.
- Understand the government regulations covering business operations.
- Make business decisions based on production reports and similar facts, experience, and opinion.
- Plan and organize the work of others.
- Change activity frequently and cope with interruptions.
Job Qualifications:
Experience
Minimum 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.
Skills Required
- Experience: Minimum 1 year night audit, 2 years front desk operations, and 1 year direct sales or retail trade (or equivalent combination of education and experience)
- Supervise front desk staff including hiring, firing, performance evaluations, training, and development
- Schedule staff according to labor standards and forecasted occupancy
- Maintain standards of guest service quality and improve guest satisfaction
- Achieve budgeted revenues and expenses and maximize profitability for guest services
- Develop short- and long-term financial and operational plans and participate in annual hotel budget preparation
- Manage reservations to maximize room occupancy and average daily rate through suggestive selling
- Maintain procedures for credit control, handling financial transactions, security of monies, guest security, and emergency procedures
- Receive and resolve departmental guest complaints and ensure corrective action is taken
- Ensure staff use guest interaction skills and recognize employees who meet or exceed expectations
- Analyze and interpret business records and statistical reports and interpret policies
- Use mathematical skills to interpret financial information and prepare budgets
- Understand government regulations covering business operations
- Plan and organize the work of others
- Ability to change activity frequently and cope with interruptions
What We Do
Great Lakes Hospitality Group is a hospitality management company specializing in the development, renovation, ownership, and operation of high-performing hotels across the Great Lakes region and beyond. Since 1995, the company has aimed to provide guests with an honest, high-quality hospitality experience, guided by its three core pillars of success: quality, efficiency, and revenue.
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