What are the responsibilities and job description for the DoubleTree - Front Office Manager position at Laxmi?
The Front Office Manager is critical to the universal success of the operations team. Primary responsibilities include but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the department. These results will be obtained by accomplishing performance objectives linked to established revenue expectations, business effectiveness and delivering exemplary customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts.
SUMMARY OF RESPONSIBILITIES
- Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Hilton Brand Standards.
- Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
- Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
- Drive team performance within Kipsu and SALT – Meeting all required thresholds set by Hilton.
- Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
- Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
- Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
- Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
- Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
- Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
- Develop and maintain open lines of communication within the department and with other departments within the property
- Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
- Participate in disciplinary action, coaching and counseling sessions and related personnel issues
QUALIFICATIONS
- Minimum of 4 years of Hotel Front Desk experience, including at least 2 years in a supervisory position
- Previous Front Office Manager/Front Desk Manager experience is preferred
- Experience using hotel reservation system OnQ is a plus
- Organization skills and attention to detail
- Friendly and customer service oriented
- Good interpersonal and problem-solving skills
- Ability to work weekends is required
- 1st, 2nd, 3rd shift flexibility is required