What are the responsibilities and job description for the Front Office Manager position at Holiday Inn Express - Albany, GA?
Assists General Manager with the daily operations, primarily at the front desk. Assists in handling all aspects of Operations to ensure quality service to guests, fellow employees, vendors, and ownership. Handles much of the administrative duties of the front desk, including the following :
Reports directly to GM, followed by Regional Director of Operations, and ownership
Ensures that all FD staff is delivering the highest level of guest interaction and satisfaction
Reviews required Audit Reports daily and assesses for mistakes and corrects any problems ASAP
Ensures Advance Deposits, No Shows, 3rd parties are billed correctly on a daily basis, with support from GM
Works with GM and the front desk team to manage efficient check-in / check-out processes to drive room revenues, i.e, Perfect Sell Strategy, qualifying reservations, proper room assignments, proactively anticipating VIPs and members, etc.
Responsible for FD inventories and supply requests in this department
Compensation : 12 - $14 hourly
Responsibilities :
Typically appointed as Champion and upholds all responsibilities of the title according to Standard
Responsible for making front desk schedule and posting in a timely manner (team reports changes to him / her). Ensures properly manned and trained personnel for all FD shifts at all times
Assists in hiring processes for all departments, especially front desk agents
Manages FD training to ensure IHG and ownership’s standards are met at all times
Assists GM in ensuring all Direct Bill accounts are handled, billed and collected accurately and in a timely manner
Assists GM in the upkeep of all QA documentation log books, i.e., ADA, Service Recovery, 100%s, etc.
Assists GM in answering all surveys and Guest Assistance queries in a timely manner that meets Brand requirements and that of ownership
Responsible for daily Tax Exemption documentation
Follows up on Shift Logs with the team, reports issues to GM for resolution
Acts as liaison and support between all departments or communication and smooth operations as a whole to ensure Brand expectation
Inspects 5 rooms once per week and communicates findings to GM
Partner with GM with Sales efforts, including but not limited to : group inquiries, bookings, contracts, communication with POCs, and works to secure future business on the books while maintaining budget goals
Attends Sales Meetings and communicates any information / strategies to front desk team
Assist GM in hosting morning huddles with housekeeping when possible
Attend Revenue calls when scheduling allows
Qualifications :
Submit reports and checklist information in a timely manner to GM / Ownership
Become proficient with all computer systems and all reporting functions
Understand that as demand fluctuates in the hotel with events group occupancy, scheduling is subject to change. Must be able and willing to work as needed to fit the needs of hotel and team.
Position includes weekends, nights, audit shifts, and holidays if necessary
Must be available at all times via cell phone or email
Perform any and all duties not specifically outlined above that are an inherent part of the position.Perform and execute any requests made by corporate or supervisor in a cooperative and expeditious manner
About Company
At Holiday Inn Express, Albany, GA, our mission statement is simple :
To provide legendary service to our guests by empowering our team to consistently deliver the spirit of hospitality in a safe and respectful working environment."
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