What are the responsibilities and job description for the Front Office Manager - Embassy Suites San Antonio Airport - Franchise position at Hilton Technologies?
Embassy Suites SA Airport – 263-room suite hotel, located within 3 miles to the SA Airport. Owned and managed by Zachry Hotels. Market leader for ADR and Occupancy. Guests include leisure, government and groups.
At Zachry Hotels, LLC, we are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:
- Every Person Matters – We celebrate individuality and create a welcoming environment for everyone.
- Together We Can Do Great Things – Collaboration and teamwork drive our success.
- This Is More Than a Job – It is a place to grow, thrive, and make a real impact.
If you are excited about joining a company that cares about its people and loves what it does, we cannot wait to hear from you!
Job Purpose:
To manage all services provided by the Front Office department in order to maintain the highest level of courteous, professional, and efficient service to all guests. Plan, organize, and maintain daily checklist per shift to meet the demands of the hotel guests in an effective and efficient manner. Ensures that the department is up to and above hotel standards and presents, a professional manner at all times.
Key Responsibilities:
- To monitor and improve the performance and consistency of the department. This includes the coordination of the monitoring and discipline of all staff members to include implementation of a job skills training list/ manual and program to assist them.
- Establish goals with all the team members and monitor their progress on these goals. Assist, coach, and instruct regarding these goals as necessary.
- Ensures all team members are being coached on empowerment to ensure guest satisfaction.
- Design and implement sustainable procedures to achieve Front Office e-Check-In registration at the desk and recognize guests' membership program.
- Ensures that the Front Desk is consistently interacting with guest and is moving outside of pods to ensure a warm welcome to all guest arriving/departing the hotel.
- Coordinates VIP, e-check-in and special needs reservations to ensure consistency with profiles and reservations request.
- Monitors department checklists daily to ensure completion.
- Encourages improvement and empowerment.
- Ensures the team is provided with as much positive reinforcement as negative reinforcement and discipline.
- Ensures constant feedback, both positive and negative is being relayed to the team members and updated in their files.
- Continuously monitors the performance of the teams in soliciting guest comments. Handle discipline and encouragement in this area.
- Assess the impact of business changes on the departments schedule and ensure immediate reaction.
- Ensures an environment of empowerment in the Front Office in which each team member is comfortable taking action they believe by their own discretion is in the best interest of the guest and the hotel.
- Make recommendation for training related issues when inconsistencies develop at the Front Desk.
- Communicates clearly/effectively with front desk and other departments.
- Ability to problem solve PMS systems.
- Knowledge in Windows applications.
- Knowledge of purchasing department items/checkbook.
- Work a minimum of 4 MOD shifts per week or as needed.
- Able to work primarily PM shifts.
- Ability to drive hotel shuttle as needed for external and internal guest.
- Other duties as assigned.
Work Experience
High school graduate or equivalent required.
Bachelor's degree from an accredited university preferred by not required.
Ability to communicate in Spanish a plus
A minimum of two (2) years of hotel front office experience of suite or full service required.
A minimum of one (1) years of management experience required.
Benefits
About our Benefits
- Company paid short-term and long-term disability.
- Medical, dental and vision insurance
- Fidelity 401K retirement plan with employer matching up to 6% of contribution
- Hilton Hotel Travel Discount Program
- Paid Time Off (PTO)
- Free Meal
- Free annual VIA bus pass
- Quarterly Bonus
- Referral Bonus Incentive Program
- Team Member Assistance Program
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.
