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

Position Summary

The Front Office Manager is required to maintain a high quality of services offered to guests through oversight of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Shuttle services may also report to this position.

Primary Responsibilities

  • Manage and monitor activities of all employees in the Front Office department making sure the team adheres the standards of excellence
  • Schedule guest service team members according to labor standards and forecasted occupancy.
  • Conduct employee training and development; assist in performance reviews and disciplinary action
  • Conduct applicant screening and initial interviews of guest services applicants
  • Maintain a professional and high-quality service-oriented environment at all times
  • Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
  • Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
  • Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
  • Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
  • Check accommodations, making sure any special requests are carried out
  • Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
  • Greet guests upon arrival and ensure escort to accommodations if appropriate.
  • Track employee performance with upselling guest rooms
  • Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
  • Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
  • Coordinate daily activities with hotel management team on a daily basis.
  • Hold monthly department meetings keeping staff informed of all activities in the hotel
  • Other duties as assigned


Work Experience

Education/Experience

  • Associates Degree in Hospitality preferred
  • 1-3 years' experience in hospitality required
  • Supervisory experience preferred
  • Customer service experience required
  • Experience handling cash and credit card procedures
  • Attention to detail
  • Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
  • Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.


Physical Requirements

  • Walking and standing during shift (approximately 5 hours)
  • Use of keyboard and telephone throughout shift
  • Some bending, lifting, and carrying
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


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

Easton, PA, United States

Full-time, Indefinite

Start Date:

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