Tru by Hilton, McKinney Front Desk Supervisor
10 days ago
McKinney
Job DescriptionQualifications • High School diploma or higher-level education, • 3 years of hotel front office experience with a minimum of 1 year at the supervisory level, • Salaried Employees: Must be willing to work 50+ hours per week; at a minimum of 5 days per week, • Willing to work the evening shift, • Process reservations received from sales office and other hotel departments, • Have complete knowledge of room types and offered rate plans, • Process cancellations and modifications to reservations, • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates, • Effective communication skills, • Open with praise, discrete with criticism, • Self-motivated, • Effective leadership skills, • Pleasant personality, • Well-groomed and professional appearance, • Effective customer service skills, • Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI)Benefits, • Open and close out discount rates on reservation systems when applicable, • Fully understand the hotel’s franchise policy on guaranteed reservations and no- showsResponsibilities, • 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, and guest services, • Ensure the proper appearance of the lobby and all public areas, including the breakfast area, • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager, • 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, • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities, • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies, • Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction, • Leading: Motivate, coach and train front office team members, set goals and hold team members 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 FHG’s Standard Operating Procedures, • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations, • Responsible for the Night Audit, • Be proficient on the use of the Property Management System, and train front desk personnel on the system, • Have a good understanding of all of 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 areas and the breakfast area, • Prepare and post the front office and breakfast area staff work schedules in a timely fashion, • Conduct regular performance reviews of front office and breakfast area staff, • Constantly monitor front office communications logs, • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy, • Conduct weekly departmental meetings, and individual meetings as needed, • Supervise delegated responsibilities and follows up, • 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, • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services, • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift, • Required to cover all 3 shifts when there is a consecutive call off, • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures, • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area, • Process reservations by mail, telephone, fax, and central reservation systems referrals Job description Reports To: General Manager Requirements: • High School diploma or higher-level education., • 3 years of hotel front office experience,, • Proficient in PEP, • At a minimum of 5 days per week., • Willing to work weekend and/or evening shift (flexible schedule). 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, and guest services., • Ensure the proper appearance of the lobby and all public areas, including the breakfast area., • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager. 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., • Sales & Marketing: 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 Fine Hospitality and Brand standards for guest satisfaction. Leadership • Leading: Motivate, coach and train front office team members, set goals and hold team members 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 FHG’s Standard Operating Procedures. Specific Responsibilities: • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations., • Responsible for the Night Audit., • Be proficient on the use of the Property Management System, and train front desk personnel on the system., • Have a good understanding of all of 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 areas and the breakfast area., • Prepare and post the front office and breakfast area staff work schedules in a timely fashion., • Conduct regular performance reviews of front office and breakfast area staff., • Constantly monitor front office communications logs., • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy., • Conduct weekly departmental meetings, and individual meetings as needed., • Supervise delegated responsibilities and follows up., • 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., • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services., • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off., • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures., • Understand the Chart of Accounts 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., • Optimum Attributes:, • Effective communication skills, • Open with praise, discrete with criticism, • Self-motivated, • Effective leadership skills, • Pleasant personality, • Well-groomed and professional appearance, • Effective customer service skills, • Performance Standards: Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).
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