This position is responsible for supporting the Director of Front Office for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs and coordinates activities to ensure exceptional service is achieved. Provides operational support, distributes information, trains, motivates and recognizes team members. Exercises independent judgment and initiative in the course of carrying out overall responsibilities.
RESPONSIBILITIES AND AUTHORITIES:
- Always treats guests with courtesy and respect in a variety of situations.
- Displays honesty & integrity.
- Is an inspirational leader able to motivate team members to be consistently engaged in serving others, always looking for opportunity.
- Always treats guests with courtesy and respect in a variety of situations.
- Displays honesty & integrity.
- Supports the Director of Front Office in helping to run the Department - Bell Person, Lobby Hosts and Assistant Front Office Managers.
- Conducts pre-shift meetings.
- Communicates effectively to staff using tools such as development reviews, training, departmental orientation and monthly departmental meetings.
- Motivates and develops team members.
- Maximizes room sales, room revenue and profit.
- Delivers outstanding service and creates memorable experiences.
SPECIFIC DUTIES
- Leads and supervises the operational activities of the front office team within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins.
- Supports Director of Front Office in assigned tasks, has an independent vision on areas of improvement and works together with team on preparing, sharing and training opportunities.
- Embraces and effectively lives Arlo Core values and culture.
- Assigns, coordinates, and supervises work activities of Lobby Hosts/Bellmen.
- Trains, mentors and develops Assistant Front Office Managers, Lobby Hosts & Bell Persons.
- Prepares team member schedules, completes payroll, and monitors labor costs by reviewing daily schedule vs. occupancy and daily operational demands.
- Ensures work is completed to include shift closings, room deposits, refunds and rebates. All necessary paperwork is completed.
- Conducts Annual Performance Reviews with reporting team members.
- Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and staff.
- Communicates effectively to staff using tools such as: pre-shift briefings, orientation, activities, short take training and developmental reviews.
- Manages same day rooms inventory and rate yielding.
- Takes personal responsibility for correcting service problems and creates memorable guest experiences.
- Completes other duties as assigned by the Director of Operations.
REQUIREMENTS:
Education:
Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
- Hospitality Diploma or Degree Preferred
- Minimum 2 - 3 years in a Management Position
Knowledge:
- Hospitality or Customer Service
- Opera Cloud & PBX experience.
Special Requirements:
- Fire and Life Safety Director Certification required within first six (6) months of employment.
SALARY:
- $80,000 - $85,000 Annually
