Front Office Manager (Home2/TRU by Hilton Lumberton)

Job Description/Summary:

Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction (QUALTRICS) and product quality standards (QA) are met. Assists department managers in managing all areas of the hotel in accordance with brand standards to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance for staff to follow.  Ensure all PEP training is up to date.  This position is approximately 60% operational, 40% administrative; the ability to execute some of the administrative tasks while supporting Front Desk operations will enhance efficiency and productivity.

Organizationally, daily supervision of operations is shared by the GM and FOM; typically, this will mean that one manager will be at the hotel at the start of the day’s activities, 7 to 7:30 AM, and the other manager will close the day’s operations and ensure that set-up is complete for the following day, approximately 9:30 PM.  This time frame is adjusted based on business levels and operational needs, so that any given day may require earlier, later, more or less management coverage.

ESSENTIAL JOB FUNCTIONS: 
•    Exceed guest expectations by personal example & by coaching Guest Services staff, as measured by guest feedback/SALT.
•    Translate the strategy established by the General Manager and Sales Team into operational priorities and steps that can be executed by FOM, GSAs, Breakfast and Banquet staff and Drivers.
•    Create a team culture that fosters continuous improvement, cooperation, loyalty and stability, superior service to guests /team.
•    Ensure that brand standards of operations, safety, and services are maintained at all times. 
•    In accordance with budget, financial and forecast guidelines, schedule Front Desk, Driver, and other assigned staff; manage the day-to-day arrivals – HHonors assignments and amenities, ensure that Front Desk is prepared to handle the forecast volume of departures / arrivals in a manner that exceeds guest expectations and hotel & brand standards.
•    Ensure that all Front Desk tasks are executed correctly so revenues, checks & balances are protected.
•    According to scheduled hours, supervise a) breakfast and AM banquet services, or b) banquet services later in the day and set up for following day, in accordance with BEOs.  Post billing for banquet events as needed, working with Sales Team.
•    Coordinate effectively with Housekeeping & Engineering Teams, to maximize their maintenance of the hotel and ability to provide superior guest service and responsiveness.
•    Hiring, training and tracking of mandated training for all direct reports.
•    Accounts Receivable for hotel’s Direct Bill accounts; HHonors submissions; credit card disputes, guest billing inquiries.
•    Supervises Shuttle Drivers in their responsibilities inside and outside of shuttles including banquet set-ups, supporting breakfast staff plus care and maintenance of shuttle vans.
•    Suite Shop: purchasing, posting, inventory, accountability for operating margins
•    Support the hotel in timely Guest Assistance response.
•    Accurately schedules/monitors expenses to meet/exceed budgeted profit margins.
•    Anticipates revenue/cost problems and manages timing of discretionary costs to stabilize cash flow. 
•    Analyzes operational forecasts/needs on ongoing basis to adjust labor requirements and operating costs. 
•    Ensures hotel staff is trained in financial control procedures for cash, vouchers, inventories, and receivables, and that these procedures are regularly followed. 
•    Produces accurate, timely inventories, purchasing and other needed reports. 
•    Identifies major revenue and expense opportunities and possible problems. 
•    Accurately forecasts occupancy changes based on the changing market (e.g., increased competition). 
•    Achievement of rate, revenue and cost objectives. 
•    Ensures all hotel staff, including new hires, knows all components/features of our guest service guarantee and are trained to meet service standards; develops added value customer service programs. 
•    Empowers hotel staff to deliver guest service by encouraging & rewarding responsive guest help
•    Develops/implements procedures & processes at Front Desk that promote guest loyalty & grow REVPAR/market share. 
•    Knows why competitors are successful in each segment and directly markets/sells against him or her. 
•    Understands the weekly and daily revenue strategies, can implement appropriate steps.
•    Knows key accounts and actively “sells” through sales calls, property tours, etc. 
•    Manages human resources functions including recruiting, selection, orientation, training, & performance planning/evaluation, pay & reward programs to maintain a qualified work force. 
•    Maintains a positive cooperative work environment between staff and management. 
•    Ensures all hotel employees know the hotel objectives. 
•    Ensures personnel files are accurate & comply with both local & federal law regulations. 
•    Administers personnel policies, pay procedures, bonus plans and benefits. 
•    Ensures training objective and development plans are completed. 
•    Monitors and maintains acceptable turnover levels. 
•    Knows local health and safety codes and regulations that apply to the hotel.
•    Participate in MOD rotation & works minimum of 16 hours (2 full shifts equivalent) as a GSA.  These hours will be scheduled as the sole GSA, or 2nd GSA for any shift.  
•    Recognizes/corrects potential safety hazards (e.g.-broken railings, fire hazards, etc.) 
•    Recognizes & corrects potential security problems, such as locking doors after hours, etc. 
•    Follows policies & procedures for the hotel’s key control system & ensures all are trained in same. 
•    Maintains physical product standards by managing preventive maintenance programs & scheduling deep-cleaning activities. 
•    Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects. 
•    Has “acceptable” or better scores on property quality assurance audits. 
•    Periodically inspect rooms, building exterior, parking lot, etc. 
•    Uniform (approved by GM) must be kept clean and nametag worn at all times.
•    Any other duties assigned by GM 
ADDITIONAL RESPONSIBILITIES
Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency, and attention to detail – all team members are evaluated against this standard.  A hotel operates 365 days a year, 24 hours a day. During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.
 

EDUCATION AND EXPERIENCE:  
High School diploma or GED. 
Six to twelve months related experience and/or training; or equivalent combination of education and experience.
Ability to read and write English and perform mathematical computations such as adding, multiplying.
Ability to effectively communicate with customers, utilizing tact & diplomacy to solve practical problems. 

PHYSICAL/MENTAL DEMANDS: 
While performing the duties of this job, the employee is required to stand, walk, talk, and listen.  The employee is required to be on feet for large portion of the day/shift.  The employee is required to stoop, kneel, or crouch; reach with hands and arms; use hands to finger, handle or feel tools or controls; must be able to lift and/or move heavy objects such as tables and cases of food and beverages.  Must be able to focus on the job while staying on their feet and moving about freely, which can include bending, climbing stairs and carrying items weighing 25-50 pounds.  

Physical and Mental Demands and the Environmental Factors
Occasional     (1 – 33% of the time)
Frequent    (34 – 66% of the time)
Constant    (67 – 100% of the time)
_F__ Requires bending or twisting
_O__ Requires walking and running
_O__ Requires kneeling, crouching, stooping, or crawling
_F__ Requires repetitive movement
_C__ Requires standing
_C__ Requires using hands to handle, control, or feel objects, tools or controls
_O__ Requires working outside in all types of weather conditions
_O__ Subject to cuts, burns, and bruises

WORKING CONDITIONS
Work environment includes large equipment, specialized tools, hot water and cleaning solutions, rolling carts, kitchen and shuttle van with moving parts to avoid.
Sleeping rooms, public areas or event room environments
A flexible schedule can vary from week to week; must be available to work on weekends and holidays. 

ACKNOWLEDGMENT

The Company has the right to amend its job descriptions with or without notice to employees and the job   description does not preclude the Company or a manager from requesting that employees provide duties outside of those listed in the job description.