Job Title

Directs and coordinates and causes effective implementation of all activities for front office operations, guest service and bell/valet/parking services, and telephone (PBX) operations by performing the following duties personally or through subordinate supervisors and adhering to monthly budget and staffing guidelines. Ensures compliance with all policies, procedures and regulations. This manager monitors both the productivity and qualitative work product maximizing the guest experience. Personally responds to resolves guest/owner concerns and complaints when required and ensures consistency through the effective implementation of Associate training and empowerment programs. Maintains franchise compliance and compliance records.Assists in interviewing and hiring staff to ensure that all areas of responsibility are properly covered and within budget.Conduct orientation training of new associates for the front office.Assign associates duties and inspect work for conformance to prescribed company/franchise standards of cleanliness.Prepare schedules for the departmentInvestigate complaints and takes corrective action.Prepare any reports concerning payroll expenses, and department expenses.Record data concerning work assignments and special projects and prepare periodic reports.Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.Interact with fellow associates in a courteous and professional manner.Conduct or ensure that daily pre-shift meetings are being conductedComplete associate safety training in compliance with PHR/franchise procedures and OSHA regulationsReview internal management reports to include: occupancy forecasts, payroll edits, labor/payroll reports, productivity results from the prior day, operating checkbook accounts and schedules.Check periodically each day on any and all special project workAttend weekly staff meetingGenerate all department PO's (purchase orders) and PAF's/ADAP's/ROD's and forward to senior management for approvalEnsure that all guest requests you receive are satisfied in a timely and efficient manner. Provides service in a highly professional manner at all times.Maintains SALT scores at targeted levels through the implementation of Associate training and coaching session based on physical observation of work performance and complaint handling.Performs check-in/check-outs, valet, pbx, and bell services as neededBe familiar with current marketing initiatives as well as insuring that all staff is equally as familiarAssists in performing timely associate evaluationsEnsure proper staffing for all shifts in accordance with staffing guideline and adjust, as neededdepending on demand activityAssumes MOD role five nights per week; assumes all required MOD responsibilities including but not limited to, a complete property inspection, resolve guest service challenges, is CPR certified, trained in ALL emergency situations, and assume responsibility of the hotel property in absence of the General ManagerPerform Emergency Response duties as required by this role in the Emergency Response OrganizationalChart and PlanStrong organizational skills and multi tasking abilitiesGood Will Ambassador and Guest/Customer Service Expert who leads by exampleExcel, Word, Outlook, Access, PMS systemsGood verbal communication skillsExposure to scheduling, PO processing, time card calculations and expense control systems preferredMinimum of 2 years experience in supervisory/management position requiredMinimum of 3 years experience in front office setting at a major hotel, preferrably full serviceDemonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.Ability to apply mathematical operations in accomplishing job tasks.Can define problems, collect data, establish facts and draw valid conclusions from interpretation of extensive and varied technical instructions (in mathematical or diagram form).Ability to respond to common inquiries or complaints from other departments, guests,regulatory agencies, or members of the business community.Proficiency with Computer and knowledge of Property Management System.Ability to read and interpret common scientific and technical journals, financial reports, and legal documents.Ability to effectively present information to top management, public groups, hotel associates and outside agencies/authorities.Ability to apply advanced mathematical concepts such as exponents, logarithms, and permutations.