§ Manages and motivates all front office team members to include, hiring, supervision, training, counseling, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
§ Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including: rate and availability calendar. Reviews, submits for approval and orders capital budget items as required.
§ Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing team members in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
§ Guides team members to provide superior service, maintain a healthy, professional appearance and a positive working attitude. Monitors team member performance and encourages improvement.
§ Implements and monitors all corporate marketing programs to include HHonors and guest comment programs.
§ Interact positively with customers and takes action to resolve problems satisfaction of parties involved.
§ Assists in check in/ check out of guests or any related guest service activity.
§ Constant monitoring throughout hotel and troubleshooting problems.
§ Review MOD logs/MOD reports and guest comments in order to follow up on guest concerns
§ Coordinates team members and logistics for all major group movements and special requirements ( e.g. alternative luggage storage for large groups, transportation)
§ Attends training programs which may include travel.
§ Attends departmental communication meetings, operational area and/or Hotel.
§ Comply with Hilton Rules, Policies and Regulations for the safe and efficient operation of hotel.
Any other tasks assigned by General Manager.
Work Experience
Considerable knowledge of computer systems for registration, reservations and backup systems.
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate with guests and team members.
Thorough organization and supervisory skills proficient in accomplishing the task.
Ability to develop subordinates to enhance advancement in the hotel and corporation.
Ability to analyze complex statistical data and make judgments accordingly.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
High School graduate or equivalent required.
Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.