Front Desk Manager - Hilton Norfolk The Main

Gold Key PHR; Norfolk (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading hospitality company in Norfolk is seeking a Front Office Manager to oversee guest services and front office operations. The successful candidate will have strong leadership skills, experience in hotel front office management, and a commitment to enhancing the guest experience through quality service and effective staff training.

Qualifications

• Minimum 2 years in a supervisory/management role.
• 3 years experience in a front office at a major hotel preferred.
• Ability to handle guest inquiries and complaints professionally.

Responsibilities

• Direct front office operations, guest service, and staff management.
• Conduct training for new associates and oversee daily operations.
• Ensure compliance with company standards and policies.

Skills

Organizational Skills

Guest Service

Communication

Tools

PMS Systems

Excel

Word

Outlook

Access

Job description

Overview

Directs and coordinates and causes effective implementation of all activities for front office operations, guest service and bell/valet/parking services, and telephone (PBX) operations by performing the following duties personally or through subordinate supervisors and adhering to monthly budget and staffing guidelines. Ensures compliance with all policies, procedures and regulations. This manager monitors both the productivity and qualitative work product maximizing the guest experience. Personally responds to resolves guest/owner concerns and complaints when required and ensures consistency through the effective implementation of Associate training and empowerment programs. Maintains franchise compliance and compliance records.

Responsibilities

• Assists in interviewing and hiring staff to ensure that all areas of responsibility are properly covered and within budget.
• Conduct orientation training of new associates for the front office.
• Assign associates duties and inspect work for conformance to prescribed company/franchise standards of cleanliness.
• Prepare schedules for the department
• Investigate complaints and takes corrective action.
• Prepare any reports concerning payroll expenses, and department expenses.
• Record data concerning work assignments and special projects and prepare periodic reports.
• Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.
• Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.
• Interact with fellow associates in a courteous and professional manner.
• Conduct or ensure that daily pre-shift meetings are being conducted
• Complete associate safety training in compliance with PHR/franchise procedures and OSHA regulations
• Review internal management reports to include: occupancy forecasts, payroll edits, labor/payroll reports, productivity results from the prior day, operating checkbook accounts and schedules.
• Check periodically each day on any and all special project work
• Attend weekly staff meeting
• Generate all department PO's (purchase orders) and PAF's/ADAP's/ROD's and forward to senior management for approval
• Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Provides service in a highly professional manner at all times.
• Maintains SALT scores at targeted levels through the implementation of Associate training and coaching session based on physical observation of work performance and complaint handling.
• Performs check-in/check-outs, valet, pbx, and bell services as needed
• Be familiar with current marketing initiatives as well as insuring that all staff is equally as familiar
• Assists in performing timely associate evaluations
• Ensure proper staffing for all shifts in accordance with staffing guideline and adjust, as needed
• depending on demand activity
• Assumes MOD role five nights per week; assumes all required MOD responsibilities including but not limited to, a complete property inspection, resolve guest service challenges, is CPR certified, trained in ALL emergency situations, and assume responsibility of the hotel property in absence of the General Manager
• Perform Emergency Response duties as required by this role in the Emergency Response OrganizationalChart and Plan

Qualifications

• Strong organizational skills and multi tasking abilities
• Good Will Ambassador and Guest/Customer Service Expert who leads by example
• Excel, Word, Outlook, Access, PMS systems
• Good verbal communication skills
• Exposure to scheduling, PO processing, time card calculations and expense control systems preferred
• Minimum of 2 years experience in supervisory/management position required
• Minimum of 3 years experience in front office setting at a major hotel, preferrably full service
• Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
• Ability to apply mathematical operations in accomplishing job tasks.
• Can define problems, collect data, establish facts and draw valid conclusions from interpretation of extensive and varied technical instructions (in mathematical or diagram form).
• Ability to respond to common inquiries or complaints from other departments, guests,regulatory agencies, or members of the business community.
• Proficiency with Computer and knowledge of Property Management System.
• Ability to read and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to effectively present information to top management, public groups, hotel associates and outside agencies/authorities.
• Ability to apply advanced mathematical concepts such as exponents, logarithms, and permutations.