Job description

General Responsibilities

• Directly supervise all front office personnel and ensure proper completion of all front office duties.

• Direct and coordinate the activities of the front desk, reservations, guest services, laundry, breakfast, and telephone areas.

• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.

• Act as the Manager on Duty (MOD) when the General Manager is not available.

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Primary Functions:

• Revenue:

• Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.

• Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.

• Guest Acquisition: Work closely with the sales team and capitalize on all revenue opportunities.

• Profit:

• Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

• Quality:

• Guest Service: Ensure that the hotel meets/exceeds Athena Hospitality Management and Brand standards for guest satisfaction.

• Leadership:

• Leading: Motivate, coach and train Front office team Associates, set goals and hold team Associates accountable, and provide feedback, rewards, and recognition.

• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Athena Standard Operating Procedures.

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Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager

• Be proficient in the use of the property management system, and train front desk personnel on the system.

• Have a good understanding of all of the hotel operating procedures.

• Enforce all existing and new policies and procedures with the front office and breakfast area staff.

• Maintain proper staffing in all front office (including Laundry) areas

• Prepare and post the front office (including laundry) and breakfast area staff work schedules in a timely fashion.

• Conduct regular performance reviews of front office, laundry, and breakfast area staff.

• Constantly monitor front office communications logs.

• Monitor the appearance of all front desk, laundry and breakfast area staff, to ensure they are following company uniform policy.

• Conduct departmental meetings, and individual meetings as needed.

• Supervise delegated responsibilities and follows up.

• Be proficient in the use of all front office equipment such as credit card machine, copier and fax.

• Exhibit good leadership skills.

• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.

• Inform the General Manager of any unique situations, or unusual developments in front office operations.

• Handle guest complaints effectively.

• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.

• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.

• Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.

• Process reservations by mail, telephone, fax and central reservation systems referrals.

• Process reservations received from sales office and other hotel departments.

• Have complete knowledge of room types and offered rate plans.

• Open and close out discount rates on reservation systems when applicable.

• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.

• Process cancellations and modifications to reservations.

• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

• Properly maintain and carry out the Lost & Found Log and items.

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Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• hotel: 2 years (Required)
• hotel management: 1 year (Required)

Language:

• English (Required)

Work Location: In person

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