Front Office Manager

Hotel Equities; Harrisburg (Dauphin County); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Team Driven Culture

Medical/Dental/Vision

Vacation & Holiday Pay

Employee Assistance Program

Career Growth Opportunities/ Manager培训

Reduced Room Rates

401(k) with company match

Employee discount

Referral program

Job summary

Hotel Equities, a leading hospitality management company, seeks a Front Office Manager for the Hilton Harrisburg in Harrisburg, PA. You will oversee the front office and ensure outstanding guest service, profitability, cost control and quality standards.

The role requires supervising staff, handling reservations and daily operations, coordinating with hotel departments, and implementing corporate programs to maximize guest satisfaction and revenue.

Qualifications

• Must have considerable knowledge of computer systems for registration, reservations and backup systems.
• Must have above average mathematical comprehension to interpret numbers in hotel operations.
• Ability to read, write, speak and understand English to communicate with guests and employees.
• Thorough organization and supervisory skills to accomplish tasks.
• Ability to develop subordinates to advance in the hotel and company.
• Must analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external customers with tact and diplomacy.
• Ability to multitask and maintain high customer service levels.
• Ability to use a handheld computer device.
• Additional language ability preferred.

Responsibilities

• Oversee front office operations to ensure guest satisfaction and revenue.
• Manage and motivate front office staff, including scheduling and training.
• Receive and resolve department guest complaints promptly.
• Monitor reservations, systems, inventory, budgeting and forecast to maximize revenue.
• Communicate with guests and staff, lead meetings to disseminate information.

Skills

Computer systems

Mathematical comprehension

English language

Organizational skills

Supervisory skills

Develop subordinates

Analytical data

Customer service

Hand-held device

Additional language ability

Education

College education

CPR Certification / First Aid

Tools

Microsoft Office

Job description

Pay Range

Starting from USD $60,000.00/Yr.

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager for the Hilton Harrisburg in Harrisburg, PA.

POSITION SUMMARY:

OVERSEE ALL FRONT OFFICE OPERATIONS TO ENSURE GUEST SATISFACTION, PROFITABILITY, CONTROL COSTS AND QUALITY STANDARDS.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

THE POSITION REQUIRES PERFORMING THE FOLLOWING ESSENTIAL JOB FUNCTIONS,WITH OR WITHOUT REASONABLE ACCOMMODATION.

• MAINTAINS ALL STANDARD OF GUEST SERVICE.
• MANAGE AND MOTIVATE ALL FRONT OFFICE PERSONNEL WITH DAILY SUPERVISION TO INCLUDE STAFFING, TRAINING, DISCIPLINE, SCHEDULING AND VISUALLY MONITORING PERFORMANCE TO ENSURE ADHERENCE TO ALL SERVICE AND PRODUCTIVITY STANDARDS TO PROVIDE THE VERY BEST IN GUEST SATISFACTION.
• RECEIVE AND RESOLVE ALL DEPARTMENTAL GUEST COMPLAINTS IN A TIMELY MANNER AND WITHIN THE GUIDELINES OF THE COMPANY.
• CHECK AND CONTROL ROOM RESERVATIONS, FRONT OFFICE SYSTEMS, SUPPLIES INVENTORY, SCHEDULING, FORECASTING AND DEPARTMENT BUDGET TO MAXIMIZE REVENUE. COMPILE AND PREPARE FINANCIAL REPORTS (INCLUDING RATE AND AVAILABILITY CALENDAR).
• COMMUNICATE WITH GUESTS AND EMPLOYEES BOTH VERBALLY AND IN WRITING TO ANSWER QUESTIONS AND PROVIDE CLEAR DIRECTION IN ADVISING AND INSTRUCTING STAFF IN DETAILS OF WORK. ORGANIZE, CONDUCT AND/OR ATTEND MEETINGS TO OBTAIN AND DISSEMINATE PERTINENT INFORMATION.

• IMPLEMENT AND MONITOR ALL CORPORATE MARKETING PROGRAMS TO INCLUDE HHONORS, ETC.
• ORGANIZE AND CONDUCT PRE-SHIFT AND MONTHLY DEPARTMENTAL MEETINGS TO DISSEMINATE PERTINENT INFORMATION. ATTEND ALL MANAGER STAFF, DIVISION, AND OTHER HOTEL MEETINGS AS DEEMED NECESSARY.

• IS MANAGER ON DUTY IN ROTATION WITH GUEST SERVICE MANAGERS.

OTHER DUTIES

• REGULAR ATTENDANCE IN CONFORMANCE WITH THE STANDARDS IS ESSENTIAL TO THE SUCCESSFUL PERFORMANCE OF THIS POSITION. EMPLOYEES WITH IRREGULAR ATTENDANCE WILL BE SUBJECT TO DISCIPLINARY ACTION, UP TO AND INCLUDING TERMINATION OF EMPLOYMENT. DUE TO THE CYCLICAL NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES ARE REQUIRED TO WORK VARYING SCHEDULES TO REFLECT THE BUSINESS NEEDS OF THE HOTEL.
• UPON EMPLOYMENT, ALL EMPLOYEES REQUIRED TO FULLY COMPLY WITH THE CONDUCT AND SAFETY, RULES, REGULATIONS, POLICIES AND PROCEDURES ACCORDING TO THE EMPLOYEE HANDBOOK. EMPLOYEES WHO VIOLATE THESE RULES WILL BE SUBJECT TO DISCIPLINARY ACTION, UP TO AND INCLUDING TERMINATION OF EMPLOYMENT.
• PERFORM ROOM INSPECTIONS, WHICH REQUIRE BENDING STOOPING, REACHING OVERHEAD AND MOVING THROUGHOUT GUEST FLOORS.
• ASSISTS IN CHECK IN/CHECK OUT OF GUESTS OR ANY RELATED GUEST SERVICE ACTIVITY.
• PERFORM OTHER DUTIES AS REQUESTED. FOR EXAMPLE, SPECIAL REQUESTS FROM GUESTS.
• ALL EMPLOYEES MUST MAINTAIN A NEAT, CLEAN AND WELL-GROOMED APPEARANCE.

PLEASE NOTE THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE FOR THIS JOB. DUTIES, RESPONSIBILITIES, AND ACTIVITIES MAY CHANGE AT ANY TIME WITH OR WITHOUT NOTICE.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES:

• MUST HAVE CONSIDERABLE KNOWLEDGE OF COMPUTER SYSTEMS FOR REGISTRATION, RESERVATIONS AND BACKUP SYSTEMS.
• MUST HAVE ABOVE AVERAGE MATHEMATICAL COMPREHENSION TO UNDERSTAND AND INTERPRET NUMBERS AS THEY APPLY TO OPERATIONS IN HOTELS.
• ABILITY TO READ, WRITE, SPEAK AND UNDERSTAND THE ENGLISH LANGUAGE TO COMMUNICATE WITH GUESTS AND EMPLOYEES.
• THOROUGH ORGANIZATION AND SUPERVISORY SKILLS PROFICIENT IN ACCOMPLISHING A TASK.
• ABILITY TO DEVELOP SUBORDINATES TO ENHANCE ADVANCEMENT IN THE HOTEL AND THE COMPANY.
• MUST HAVE THE ABILITY TO ANALYZE COMPLEX STATISTICAL DATE AND MAKE JUDGMENTS ACCORDINGLY.
• 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 RESOLVE CONFLICTS.
• ABILITY TO MULTI-TASK.
• MUST HAVE STRONG CUSTOMER SERVICE SKILLS.
• ABILITY TO USE A HAND-HELD COMPUTER DEVICE.
• ADDITIONAL LANGUAGE ABILITY PREFERRED.

DESIRED SOFTWARE PROFICIENCIES:KNOWLEDGE OF MICROSOFT OFFICE PRODUCTS.

SUPERVISORYRESPONSIBILITIES:

• SUPERVISION OFFRONT OFFICE, NIGHT AUDIT AND BELL STAND STAFF.

EDUCATION / EXPERIENCE:

• COLLEGE EDUCATION AND A MINIMUM OF THREE YEARS OF HOSPITALITY EXPERIENCE REQUIRED. OTHER COMBINATIONS OF EDUCATION, TRAINING OR EXPERIENCE THAT PROVIDES THE REQUIRED KNOWLEDGE, SKILLS AND ABILITIES MAY BE CONSIDERED EXPERIENCE WITH MARRIOTT, HILTON, IHG, OR HYATT PROCESSES AND STANDARD PREFERRED.
• MINIMUM OF THREE TO FIVE YEARS OF EXPERIENCE AS ASSISTANT AND/OR DIRECTOR OF FRONT OFFICE OPERATIONS PREFERRED.
• CPR CERTIFICATION AND/OR FIRST AID TRAINING PREFERRED. ABILITY TO OBTAIN ANY GOVERNMENT REQUIRED LICENSE OR CERTIFICATE.

PHYSICAL REQUIREMENTS

THE INDIVIDUAL HOLDING THIS POSITION MUST 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 SKILLS AND ABILITIES:

• MOST WORK TASKS ARE PERFORMED INDOORS. TEMPERATURE IS MODERATE AND CONTROLLED BY HOTEL ENVIRONMENTAL SYSTEMS.
• MUST BE ABLE TO STAND AND EXERT WELL-PACED MOBILITY FOR UP TO 4 HOURS IN LENGTH. LENGTH OF TIME OF THESE TASKS MAY VARY FROM DAY TO DAY AND TASK TO TASK.
• MUST BE ABLE TO EXERT A WELL-PACED ABILITY TO REACH OTHER HOTEL DEPARTMENTS ON A TIMELY BASIS.
• MUST BE ABLE TO LIFT UP TO 15 LBS OCCASSIONALLY.
• 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 SUBORDINATES.
• VISION OCCURS CONTINUOUSLY WITH THE MOST COMMON VISUAL FUNCTIONS BEING THOSE OF NEAR VISION AND DEPTH PERCEPTION.
• ABILITY TO SPEND EXTENDED LENGTHS OF TIME VIEWING A COMPUTER SCREEN.
• REQUIRES MANUAL DEXTERITY TO USE AND OPERATE ALL NECESSARY EQUIPMENT.
• MUST HAVE FINGER DEXTERITY TO BE ABLE TO OEPRATE OFFICE EQUIPMENT.

Salary starting at: $60,000.00

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• 401(k) with company match
• Employee discount
• Referral program