hotel front desk manager

Hilton Hotels

<p>As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front Desk Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:</p>
<ul>
<li>Assign and instruct Front Desk Team in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.</li>
<li>Supervise front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Front Desk Team and other departments with any questions or requests.</li>
<li>Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.</li>
<li>Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Waldorf Standards.</li>
<li>Monitor performance of staff with performance evaluations and discipline issues.</li>
<li>Make recommendations for training related issues when inconsistencies develop at the Front Desk operations.</li>
<li>Maximize room occupancy and overview up-selling techniques to promote hotel amenities, upgrades, and special services to enhance the guest experience and increase revenue.</li>
<li>Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.</li>
<li>Complete daily checklists of duties for opening and closing operations to assure that appropriate reports are filed and use analysis and judgment skills when preparing room discrepancy report.</li>
<li>Conduct weekly training for new Team Members</li>
<li>Pre-allocate all VIP s and Hilton Honors Reservations so rooms maybe inspected, and at the same time to ensure amenities are delivered to the correct rooms.</li>
<li>Transmit daily Hilton Honors</li>
<li>In the absence of Rooms Controller to prepare daily forecast of expected arrivals and departures using analysis and judgment skills.</li>
</ul>

Front Office Supervisor

Radisson Hotel Group

<div><div><div><div><div><div><b>Job Description</b><br>
</div></div><br>
<div><div><p><b>Title:</b></p><br>
</div><div><p>Duty Manager</p><br>
</div></div><br>
<p></p><div><div><p><b>Department:</b></p><br>
</div><div><p>Front Office</p><br>
</div></div><br>
<p></p><div><div><p><b>Reports To:</b></p><br>
</div><div><p>Front Office Manager</p><br>
</div></div><br>
<div><div><p><b>Effective Date:</b></p><br>
</div></div><br>
<p></p><div><div><p><b>Purpose:</b></p><br>
</div><div><p>To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated.</p>
</div></div><br>
</div></div><p></p><p><b>CONSTITUENTS</b></p>
<p></p><p>&sect; Guests</p>
<p>&sect; Employees</p>
<p>&sect; Hotel Owners</p>
<p>&sect; Management Team</p>
<p></p><p><b>INDICATORS OF SUCCESS</b></p>
<p></p><p>&sect; Financial (GOP, Rev Par, RSI and Department Budget)</p>
<p>&sect; Customer Satisfaction &amp; loyalty goals (complaints per thousand, comment cards, annual quality review)</p>
<p>&sect; Achievement of employee engagement survey and retention goals for department</p>
<p></p><p><b>AREAS OF RESPONSIBILITY
</b></p><p></p><p>Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotel&rsquo;s goals</p>
<p></p><p>Manages the operation of the front office and related areas during assigned shifts</p>
<p>&sect; Creates the first impression by supervising the door, concierge and front office areas</p>
<p>&sect; Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals</p>
<p>&sect; Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate</p>
<p>&sect; Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel</p>
<p>&sect; Analyses business forecasts and schedules accordingly</p>
<p>&sect; Ensures that front desk handles billing and cash in accordance with hotel&rsquo;s standards</p>
<p>&sect; Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments</p>
<p>&sect; Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another</p>
<p>&sect; Greets all arriving VIP&rsquo;s, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a &ldquo;First Effort&rdquo; priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.</p>
<p>&sect; Assists in all administrative and statistical analysis of department operations</p>
<p></p><p>Provides employees with the information needed to perform their job effectively</p>
<p>&sect; Orients employees to the department and hotel and provides on-the-job training on job responsibilities</p>
<p>&sect; Prioritises and assigns work</p>
<p>&sect; Provides feedback to the employee and department manager on the employee&rsquo;s performance of job responsibilities</p>
<p>&sect; Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports</p>
<p>&sect; Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling</p>
<p></p><p>Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations</p>
<p>&sect; Gives personal attention, takes personal responsibility and uses teamwork when providing guest service</p>
<p>&sect; Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems</p>
<p>&sect; Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis</p>
<p>&sect; Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction</p>
<p>&sect; Performs other duties required to provide the service brand behavior and genuine hospitality</p>
<p></p><p>Adheres to hotel policies and procedures</p>
<p>&sect; Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome</p>
<p>&sect; Keeps Manager promptly and fully informed of all problems or unusual matters of significance</p>
<p>&sect; Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position</p>
<p>&sect; Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment</p>
<p>&sect; At all times projects a favourable image of the Hotel to the public</p>
<p></p><p><b>REQUIREMENTS</b></p>
<p></p><p>&sect; Minimum one-year front office experience</p>
<p>&sect; High school diploma required, bachelor&rsquo;s degree preferred</p>
<p>&sect; Strong computer systems skills including; reservations and reporting systems</p>
<p>&sect; Strong financial acumen</p>
<p>&sect; Excellent communication skills, ability to influence situations</p>
<p>&sect; Able to collaborate effectively with other hotel employees and managers to ensure teamwork</p>
<p>&sect; Strong Microsoft Office suite and reporting system skills</p>
<p>&sect; Ability to work a flexible schedule</p><br>
</div><p></p><br>
INDMANAGE</div>

Duty Manager

Hilton

<div><p>Assistant Front Office Manager</p><p>
An Assistant Front Office Manager assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.<br>
</p><br>
<br>
<b>What will I be doing?</b><p><br>
As Assistant Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. An Assistant Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:</p><ul>
<li>Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards</li>
<li>Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement</li>
<li>Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme</li>
<li>Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities</li>
<li>Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures</li>
<li>Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork</li>
<li>Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices</li>
<li>Maintain good communication and working relationships with all hotel departments</li>
<li>Monitor staffing levels to meet cover business demands</li>
<li>Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes</li>
<li>Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures</li>
<li>Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team</li>
<li>Act in accordance with policies and procedures when working with front of house equipment and property management systems</li></ul><b>
What are we looking for?</b><p><br>
Assistant Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:</p><ul>
<li>Previous supervisory experience in Front Office within the hotel/leisure/retail</li>
<li>High level of IT proficiency</li>
<li>High level of commercial awareness and sales capabilities</li>
<li>Excellent leadership, interpersonal and communication skills</li>
<li>Accountable and resilient</li>
<li>Commitment to delivering a high level of customer service</li>
<li>Ability to work under pressure</li>
<li>Excellent grooming standards</li>
<li>Flexibility to respond to a variety of work situations</li>
<li>Ability to work on your own and as part of a team</li></ul><br>
<b>
What will it be like to work for Hilton?</b><br>
<p>Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision &ldquo;to fill the earth with the light and warmth of hospitality&rdquo; unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!</p></div>

Assistant Front Office Manager

Kempinski Hotel

<div> Under the guidance of the Front Office Manager assess, evaluate and ensure that long-term and short-term of the department are met.  Support and assist Front Office and all Departments in the hotel to ensure a smooth, prompt and effective service to all guests. </div> <div> </div> <div> Direct and manage Front Office in absence of the Front Office Manager, respectively Assistant Front Office Manager.</div> <ul> <li> Ensures the smooth running of the operations on a day to day basis and in a pro active manner.</li> <li> Ensures that as per Kempinski Health &amp; Safety Policy the Fire Exits are free of obstacles.</li> <li> Support and assist all Front Office sections.</li> <li> Ensures that all guests receives prompt, cordial attention and personal recognition and resolves related problems.</li> <li> Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.</li> <li> Check all correspondence of the day s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.</li> <li> Control room availability for walk-ins and establish accountability for guests departure dates and times.</li> <li> Follow up with Housekeeping any unresolved room discrepancies.</li> <li> Maintain reservation procedures, same day arrivals.</li> <li> Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.</li> <li> Check all billing instructions and guest credit for accuracy.  Follow up and resolve  related issues.</li> <li> Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.</li> <li> Ensures that all departmental information is kept accurately and up to date.</li> <li> Promotes in house sales and facilities to maximize hotel revenues.</li> <li> Understand and carries out duties in line with Hotel Emergency Procedures.</li> <li> Inspects Front and Back of house for cleanliness, Health &amp; Safety and reports any faults to concerned departments.</li> <li> Inspects guestrooms on a daily basis.</li> <li> Co-ordinates/Assists security personnel in all related matters.</li> <li> Responds promptly to any operational requests from Front Office and other hotel departments.</li> <li> Attends to referred and unsolved problematic situations.</li> <li> Co-ordinates and assists with accommodation and transportation of guests in overbooked situations.</li> <li> Completes VIP, delegations and group leaders welcome and farewell as appropriate.</li> <li> Conduct efficient hand-over with coming Manager.</li> <li> Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.</li> </ul>

Saadiyat Rotana Resort &...

Job DescriptionWe are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.As Director of Front Office you are responsible for all pertinent matters affecting guest service and hotel operations and to maximize hotel revenue while deliver excellence at every opportunity. The role involves controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival and departure, information requests and will include key responsibilities such as- Ensure guests receive prompt attention and personal recognition throughout their stay in the hotel, respond to guest needs and resolve any issues that may arise resulting in highest possible guest satisfaction Plan and implement the application of availability controls to those market segments, which will maximize hotel room, food &amp; beverage and other revenues where applicable Maintain a high performance standard among guest contact employees to ensure they are knowledgeable, friendly and courteous at all times Inform the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation Work closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guest appropriately Participate in decisions involving occupancy goals, marketing strategies and development of ratesSkillsEducation, Qualifications &amp; ExperiencesYou must be a college / university degree graduate with a minimum of two years experiences in a similar role. You should be a computer literate with working knowledge of hotel property management systems such as Opera; understand sales systems such as Micros and with the ability to communicate English clearly, fluently and effectively in writing and reading.Knowledge &amp; CompetenciesThe ideal candidate will be a hands-on professional with a solid front office background and excellent customer relations, problem solving and time management skills

Director of Front Office

Rotana Hotels

<p>We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.</p> <p>As a Guest Services Manager you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as:</p> <ul> <li>Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information</li> <li>Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction</li> <li>Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure</li> <li>Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately</li> <li>Responsible for an efficient, clean, safe and hygienic upholding of all front office areas</li> <li>Assure compliance and coordination of guests needs, requests and personal preference</li> <li>Organise and implement all special needs, personal preferences and amenity distribution in accordance to the departments standards</li> </ul><img src="https://www.jobg8.com/Tracking.aspx?DnLcRSskKu8lRk7%2bawGxlfjxXu9FkFOLc" width="0" height="0" />

Guest Services Manager

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