Primary Responsibilities
*Shifts are mainly 3P - 11P with occasional 11A - 7P
• Manage and monitor activities of all employees in the Front Office department making sure the team adheres the standards of excellence
• Coverage for employees should there be call outs (any shift)
• Conduct employee training and development; assist in performance reviews and disciplinary action
• Conduct applicant screening and initial interviews of guest services applicants
• Maintain a professional and high-quality service-oriented environment at all times
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Greet guests upon arrival and ensure escort to accommodations if appropriate.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Maintain procedures for credit control and handling of financial transactions, guest security and emergency procedures.
• Coordinate daily activities with hotel management team on a daily basis.
• Other duties as assigned
Education/Experience
• Hilton experience preferred
• 1-3 years’ experience in hospitality required **
• Supervisory experience preferred
• Customer service experience required
• Experience handling credit card procedures
• Attention to detail ***
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.