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Front Office Manager

Company: Hilton Garden Inn
Location: Goldfield
Posted on: June 8, 2021

Job Description:

SUMMARY

Coordinates the front office activities of the hotel and provides support to the General Manager by performing the followingduties

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS

  • Performs functions of Guest Service Agent as scheduled by Management
  • Provides training, including safety training, to front office staff as directed by Management
  • Assists in the selection of Guest Service Agents
  • Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing
  • Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registrationcards, and reservation cards
  • Corresponds with group and travel agents to answer special requests for rooms and rates
  • Assists with sales and marketing efforts as directed
  • Assigns duties to Guest Service Agents and observes performance to ensure adherence to franchise standards,hotel policies, and established operating procedures
  • Answers inquiries pertaining to hotel policies and services
  • Performs functions of the General Manager in their absence
  • Assists General Manager in conducting staff meetings
  • All other duties as assigned

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses
  • reason even when dealing with emotional topics
  • Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs;Responds promptly to requests for service and assistance
  • Interpersonal Maintains confidentiality
  • Oral Communication Responds well to questions; Demonstrates group presentation skills
  • Team Work Contributes to building a positive team spirit
  • Written Communication Writes clearly and informatively; Able to read and interpret written information
  • Managing People Makes self available to staff; Continually works to improve supervisory skills
  • Organizational Support Follows policies and procedures including but not limited to, dress code policies
  • Adaptability Adapts to changes in the work environment; Manages competing demands; Able to deal withfrequent changes, delays, or unexpected events
  • Attendance/Punctuality Is consistently at work and on time; Ensures work responsibilities are covered whenabsent; Arrives at meetings and appointments on time
  • Dependability Commits to long hours of work when necessary to reach goals
  • Initiative Asks for and offers help when needed
  • Planning/Organizing Prioritizes and plans work activities; uses time efficiently
  • Professionalism Treats others with respect and consideration regardless of their status or position
  • Quality Demonstrates accuracy and thoroughness; applies feedback to improve performance; Monitors ownwork to ensure quality; Looks for ways to improve and promote quality
  • Quantity Meets productivity standards; Completes work in timely manner; Strives to increase productivity
  • Diversity Shows respect and sensitivity for cultural differences; Promotes a harassment free environment
  • Safety & Security Observes safety and security procedure; Reports potentially unsafe conditions; Usesequipment and materials properly

EDUCATION/EXPERIENCE

One-year certificate from college or technical school; or 6 months to 1 year related experience and/or training; or equivalentcombination or education and experience

LANGUAGE ABILITY

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees oforganization.

MATH ABILITY

Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to deal with problems involvingseveral concrete variables in standardized situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in writing, orally, or diagram form. Abilityto deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of Word Processing Software, Spreadsheet software,and Internet Software.

CERTIFICATES AND LICENSES

None required

SUPERVISORY RESPONSIBILITIES

Directly supervises or assists in the supervisory function of front desk staff consisting of 1-5 employees. Carries outsupervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities includeinterviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding anddisciplining employees; addressing complaints and resolving problems

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performingthe essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities toperform the essential functions.

While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts; fumes orairborne particles and toxic or caustic chemicals. The employee is occasionally exposed to wet or humid conditions (non-
weather); work in high, precarious places; extreme cold (non-weather); extreme heat (non-weather) and risk of electricalshock. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform theessential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to performthe essential functions.

  • While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel andreach with hands and arms. The employee is frequently required to walk, climb or balance stoop, kneel, crouch, or crawl andtalk or hear. The employee is occasionally required to sit and taste or smell.
  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Keywords: Hilton Garden Inn, Clovis , Front Office Manager, Other , Goldfield, California

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