Front Office Manager - Franchise
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Front Office Manager - Franchise

Hilton

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Front Office Manager - Franchise

About the job

Job Requirements

The Front Office Manager is responsible for proving the culture of Hamptonality in the smooth, efficient operation of the welcome desk, team and operation. Position is approximated 75% operational and 25% administrative.

Summary of Essential Job Functions:

  • Perform all the tasks of the guest service agent, including, but not limited to: Greet guests with a friendly and sincere welcome while employing a "speak first" philosophy; use a positive and clear speaking voice; listen to and understand requests and respond with appropriate action; provide accurate information with regard to complimentary breakfast, fitness center, pool hours and local attractions. Complete the guest registration process; confirming pertinent information (number of guests, all adult names, address, phone number, email address; code keys; verify and obtain authorization for credit cards).
  • Respond to guest's special requests, needs, problems, issues and concerns to ensure optimal levels of guest satisfaction and repeat business. Act as role model for guest service agents and breakfast team in providing superior guest service. Be at the front desk and/or available to assist Guest Service team members during periods of heavy traffic and meals.
  • Assist General Manager with personnel functions as directed, e.g. interviewing, training, performance evaluations, resolving problems, providing open communication and recommending discipline and/or termination when appropriate.
  • Schedule, supervise and train the guest service agents and breakfast team.
  • Act as Hilton Honors Champion to ensure guest and team member recognition programs are in place and functioning as incentives.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, Resolve customer complications and complaints by conducting through research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgement.
  • Implement company programs and supervise the daily operations of the front desk and complimentary breakfast service to comply with hotel, company and Hampton by Hilton policies and procedures. Maximize revenues and motivate team members to ensure an optimal level of quality service and hospitality are provided to hotel guests.
  • Control costs effectively to meet budget guidelines. Implement control systems for labor and other controllable costs.
  • Order breakfast food and supplies; office supplies; and gift shop food and beverage offerings in alignment with Hampton Inn Brand Standards and budget guidelines.
  • Inventory gift shop each month and breakfast food & supplies each quarter.
  • Initiate and attend bi-monthly meetings for the front desk and breakfast departments; attend safety meetings and forecast/revenue meetings.
  • Perform any other job-related duties as assigned.


Work Experience
  • Minimum 3 years hotel experience
  • Prefer minimum 2 years supervisory experience
  • Prefer Hilton OnQ training background
  • Must have ability to communicate in English.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
  • Requires manual dexterity to use and operate all necessary equipment (computers, printers, photocopiers & other office equipment)
  • Ability to access and accurately input information using a moderately complex computer system
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing listening and hearing and visual acuity
  • Ability to stand, walk, and continuously perform behind the front desk for up to 4 hours in length of time
  • Must be able to lift up to 40 lbs occasionally.
  • Ability to observe and detect signs of emergency situations.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
  • Ability to establish and maintain effective working relationships with team members, associates and guests


Benefits
  • Medical, Dental, Vision, Disability and Life Insurance
  • Holiday pay
  • Vacation pay
  • Sick Leave
  • Salary $36,000 - $38,000 DOE


Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Job Requirements

The Front Office Manager is responsible for proving the culture of Hamptonality in the smooth, efficient operation of the welcome desk, team and operation. Position is approximated 75% operational and 25% administrative.

Summary of Essential Job Functions:

  • Perform all the tasks of the guest service agent, including, but not limited to: Greet guests with a friendly and sincere welcome while employing a "speak first" philosophy; use a positive and clear speaking voice; listen to and understand requests and respond with appropriate action; provide accurate information with regard to complimentary breakfast, fitness center, pool hours and local attractions. Complete the guest registration process; confirming pertinent information (number of guests, all adult names, address, phone number, email address; code keys; verify and obtain authorization for credit cards).
  • Respond to guest's special requests, needs, problems, issues and concerns to ensure optimal levels of guest satisfaction and repeat business. Act as role model for guest service agents and breakfast team in providing superior guest service. Be at the front desk and/or available to assist Guest Service team members during periods of heavy traffic and meals.
  • Assist General Manager with personnel functions as directed, e.g. interviewing, training, performance evaluations, resolving problems, providing open communication and recommending discipline and/or termination when appropriate.
  • Schedule, supervise and train the guest service agents and breakfast team.
  • Act as Hilton Honors Champion to ensure guest and team member recognition programs are in place and functioning as incentives.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, Resolve customer complications and complaints by conducting through research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgement.
  • Implement company programs and supervise the daily operations of the front desk and complimentary breakfast service to comply with hotel, company and Hampton by Hilton policies and procedures. Maximize revenues and motivate team members to ensure an optimal level of quality service and hospitality are provided to hotel guests.
  • Control costs effectively to meet budget guidelines. Implement control systems for labor and other controllable costs.
  • Order breakfast food and supplies; office supplies; and gift shop food and beverage offerings in alignment with Hampton Inn Brand Standards and budget guidelines.
  • Inventory gift shop each month and breakfast food & supplies each quarter.
  • Initiate and attend bi-monthly meetings for the front desk and breakfast departments; attend safety meetings and forecast/revenue meetings.
  • Perform any other job-related duties as assigned.


Work Experience
  • Minimum 3 years hotel experience
  • Prefer minimum 2 years supervisory experience
  • Prefer Hilton OnQ training background
  • Must have ability to communicate in English.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
  • Requires manual dexterity to use and operate all necessary equipment (computers, printers, photocopiers & other office equipment)
  • Ability to access and accurately input information using a moderately complex computer system
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing listening and hearing and visual acuity
  • Ability to stand, walk, and continuously perform behind the front desk for up to 4 hours in length of time
  • Must be able to lift up to 40 lbs occasionally.
  • Ability to observe and detect signs of emergency situations.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
  • Ability to establish and maintain effective working relationships with team members, associates and guests


Benefits
  • Medical, Dental, Vision, Disability and Life Insurance
  • Holiday pay
  • Vacation pay
  • Sick Leave
  • Salary $36,000 - $38,000 DOE


Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Closed

Front Office Manager - Franchise

Portland, OR, United States

Full-time, Indefinite

Start Date:

Latest start date:

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