Front Office Manager

Job Description

Job Description

Description:

Hilton Rosemont

TITLE: Front Office Manager

DEPARTMENT: Rooms/Front Office

REPORTS TO: Director of Front Office

JOB SUMMARY

Orchestrate and expedite the registration and checkout process at the front desk. Oversee the daily operation of the front desk, bell services and night audit teams.

ESSENTIAL FUNCTIONS

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the Hotel’s reward program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
• Provide ongoing training and support to front desk agents.
• Ensure all necessary reports and forms are completed daily.
• Maintain all front desk related equipment and a par stock of supplies.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.
• Maintain a daily log of all guests’ opportunities with corrective action steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Follow-up on credit opportunities.
• Any other duties as assigned by the Director of Front Office, Executive Housekeeper or General Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.
• Must have excellent leadership capability and customer relations skills.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• PEP system knowledge a plus

PHYSICAL DEMANDS

• Must be able to stand and exert well-paced ability for up to 8 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Certifications: BASSET certification is required for this role in accordance with applicable alcohol service laws.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

AVAILABILITY

This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed work day, to include Holidays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.