Front Office Manager (PM Shift)

This description is a summary of primary responsibilities and qualifications.   The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

1. Communicate effectively both verbally and in writing to provide clear direction to staff.   Assign and instruct front desk clerks in details of work.  Observes performance and encourages improvement. 
2. Greets guests immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
3. Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.  Promote Hilton marketing programs.  Make appropriate selection of rooms based on guest needs.  Code electronic keys.  Nonverbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, and coupons as appropriate.  Close out guest accounts at time of check out.  In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance.  Requires standing and continual mobility throughout front office area.
4. Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make changes and balance as assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.   Post charges to guest rooms and house accounts using the computer.
5. Promptly answer the telephone using a positive and clear English language.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.
6. Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.  Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.  Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.   Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 
7. Maintain adequate inventory of supplies. Prepare appropriate purchase orders in a timely manner to ensure proper par levels. 
8. Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required.   Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
9. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.  Ensure compliance with all Doubletree by Hilton brand standards.   Coordinate and track successful completion of training on PMS system.
10. Monitor and track time and attendance of associates.  Reinforce attendance policy with staff, recommend progressive discipline procedures associates who are not in compliance with standard. 
11. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.   
12. Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
13. Turns in all lost and found items and all guest room keys.
14. Adheres to all WMK policies and procedures.
15. Follows safety and security procedures and rules.
16. Knows department fire prevention and emergency procedures.
17. Utilizes protective equipment.
18. Reports unsafe conditions to supervisor.
19. Reports accidents, injuries, near-misses, property damage or loss to supervisor.
20. Provides for a safe work environment by following all safety and security procedures and rules.
21. All team members must maintain a neat, clean and well groomed appearance. (specific standards outlined in team member handbook).
22. Assists other Front Desk Personnel when need.
23. Perform any related duties as requested by management.

Knowledge, Skills & Abilities

1. Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.   High school diploma preferred.

1. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

1. Two years combined prior front desk and supervisor experience.

1. Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

1. Ability to read, listens, and communicates effectively in English, both verbally and in writing.

1. Ability to access and accurately input information using a moderately complex computer system.

1. Hearing and visual ability to observe and detect signs of emergency situations.

PHYSICAL DEMANDS