JOB DESCRIPTION SUMMARY:

Responsible for the successful operation of the Hotel Front Desk and assuring that guests have a favorable hotel experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provide excellent guest service to both internal and external guests.
• Actively supports the company culture of creating a fun and entertaining experience for internal and external guests.
• Support associates in handling guest requests and inquiries to ensure a positive outcome is achieved.
• Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Ensure all Associates have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties.
• Work with Hotel Assistant Manager to ensure hotel is market competitive with pricing and properly yielded between cash and comp customers.
• Administers and enforces departmental policies and performance standards.
• Assist the Hotel Assistant Manager to update travel-planning websites like Expedia, Travel Click and Booking.
• Ensures departmental compliance with applicable Federal and State laws governing Hotel operations.
• Reviews Front Desk Associate concerns, discussing needed changes and potential solutions.
• Maintains appropriate staffing levels at the Hotel Front Desk, by interviewing, selecting, training, scheduling, evaluating, promoting, assisting with career development, disciplining and terminating Associates, as needed.
• Responsible for facilitating the flow of information throughout the property, by organizing and conducting staff meetings with Front Desk, and housekeeping staff ensuring all company policies and procedures are communicated properly to all associates.
• Ensures quality of management operations in all areas of the department according to company standards.
• Reviews departmental reports, addressing potential conflicts and/or misinformation and reacts accordingly.
• Ensures a maximum level of service and satisfaction throughout the property, in the area of hotel, is achieved and maintained.
• Held accountable, to the highest degree, for the accuracy and thoroughness of departmental records and reports.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervises the activities of the Front Desk. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work, appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

Associate degree in Hotel management or related area from a two-year college or university, or three to five years related experience and/or training, or an equivalent combination of education and experience.