Two years (hotel) front office management or supervisory experience required.
Assist the Front Office Manager(s) in the direction and administration of Front Office operations in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.
Assist the Front Office Manager(s) with front office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and rewards.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly.
Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out.
E-mail communication between guests and hotel employees.
Communicate via e-mail or phone with guests who create guest assistance files and find a solution or compensation to make sure the guest is satisfied with their current or past stay.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions based upon the particular requirements of the hotel.
Provide safety deposit boxes for guests in the back office. File form to be filled out by guest.
Perform the duties of Front Desk Agent, Reservation Agent, and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction.
Other duties as assigned by the director such as assisting in roles of manager on duty.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.