This is an advanced professional and administrative position responsible for the successful operation of the front office and guest relations functions while maintaining quality standards, profitability and customer satisfaction. 

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Monitor and check the quality of customer service at the front desk and doorpersons, resolve complaints, and evaluate patterns or trends in customer complaints in order to plan corrective actions.
• Evaluate costs to reduce spoilage, waste, or other factors that cause costs to rise; sell rooms to maximize revenues.
• Estimate staffing level requirements based on the new staffing model, customer counts, business trends, special events, etc.; make and/or check over weekly schedules and adjust staff size 
• Recommend and administer all company policies and procedures; maintain compliance to all local, state, and federal laws; demonstrate a professional manner about compliance of all policies; notify hotel management of problems needing immediate attention such as serious customer complaints, policy violations, safety concerns, cash shortages, etc.
• Perform front desk duties including check-ins and check-outs when busy and the employees need assistance; handle all account issues with checkouts including direct bills, gift certificates, vouchers, etc.; process folios in a timely manner; handle staff’s cash handling discrepancies.
• Coordinate with all department heads to ensure the efficiency and profitability of the hotel.
• Inspect facilities and equipment for clean, safe, and/or sanitary conditions and compliance with hotel standards. 
• Maintain professional appearance according to company standards and ensure that all employees maintain appearance standards.
• Demonstrate a working knowledge of appropriate housekeeping procedures relating to the Front Office including room status updates; adhere to established lost and found procedures.
• Maintain good communication within the hotel and department; conduct and facilitate effective meetings; prepare correspondence, instructions, etc.
• Perform all other duties as assigned by management.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent work environment.   
• Be familiar with and able to perform duties on all shifts, including Night Audit.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Reports unsafe conditions to Maintenance, HR, and GM.
• Reports accidents, injuries, near-misses, property damage or loss to management and alerts HR right away.
• Provides a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when needed.

KNOWLEDGE, SKILLS & ABILITIES

• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergencies.
• Minimum 2 years of front office experience, preferably in a hotel, and 6 months supervisory experience. 
• Must have strong customer service skills.  
• Ability to work effectively independently and as part of a team.  
• Must have excellent business communication skills and strong time management skills needed. 
• Ability to share or divide attention among several ongoing activities, projects, or assignments. 
• Ability to interpret and explain company policies and procedures to others.   
• Ability to adjust or balance the size of staff based on the new business model to maximize productivity or control labor costs without sacrificing customer service.  Ability to plan promotional or incentive programs for employees.  
• Able to identify circumstances or incidents that require the notification and/or approval of others.  
• Ability to do the work of those supervised.  
• Previous experience managing and leading team members through motivation, coaching, and development.
• Advanced knowledge of hotel operations processes and procedures. Proven experience supervising departments of 15+ team members
• Ability to understand and maintain a budget
• Proficient in the full Microsoft Office suite of products. Experience with Opera and Micros is considered a strong plus

PHYSICAL DEMANDS

• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Standing 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.

Frequent talking, hearing, seeing and smiling.