What are the responsibilities and job description for the Front Office Manager position at Hampton Inn by Hilton Coconut Grove/Coral Gables?
Hospitality America is looking for a Front Office Manager to join our team!
Front Office Manager Position Summary:
The Front Office Manager is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to BRAND standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.
Benefits:
- Major Medical, Dental, and Vision Insurance
- Life Insurance
- Legal Shield and Identity Theft Protection
- Accident/ Critical Illness/ Hospitalization Insurance
- Pet Insurance
- Paid Time Off
- 401K after 1 year of employment
- Quaterly Bonus
- OnQ Experience Bonus
Scope of the Position:
GUEST SERVICE
- Maintains guest service as the driving philosophy of the hotel.
- Personally demonstrates a commitment to guest service in responding promptly to guests' needs.
- Is committed to making every guest satisfied.
- Ensures all hotel staff, including new-hires, know all components of the We CARE-Guaranteed and 100% Satisfaction Guarantee (if applicable in the brand), and are trained to meet service standards.
- Develops added-value customer service programs.
- Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
- Meets or exceeds hotel guest satisfaction measures.
- Ensures hotel standards and services contribute to the delivery of consistent guest service.
FRONT DESK MANAGEMENT
- Acts as manager on duty for hotel and manages front desk operations.
- Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
- Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables. . Produces accurate financial reports on time.
HUMAN RESOURCES
- Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified front desk workforce.
- Maintains a positive, cooperative work environment between staff and management. . Emphasizes employee selection, training and development as way of doing business.
- Ensures all hotel employees know hotel objectives.
- Ensures personnel files are accurate and comply with both local and federal laws and regulations.
- Administers personnel policies fairly and consistently.
- Resolves employee grievances in a fair and timely manner.
- Ensures employees understand policies, pay procedures, bonus plans and benefits.
- Helps develop management talent by acting as a mentor for direct reports.
- Ensures completion of training objectives and development plans.
- Monitors and maintains acceptable turnover levels.
Additional Requirements:
Must be a citizen of the United States or possess a valid work permit.We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, disability, or any other protected status. Our company is an equal opportunity employer.
