Front Office Manager (Hampton Inn and Suites Brier Creek- Raleigh, NC)

WINWOOD HOSPITALITY GROUP•Raleigh, NC

About The Position

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all! The FOM is responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring that guest satisfaction and product quality standards are met. Assist department managers in maintaining all areas of the hotel in accordance with brand standards to achieve a friendly atmosphere of superior guest service and product quality; provide an example of exemplary performance for staff to follow. The FOM supervises all shifts – first, second, night audit at Front Desk; breakfast service; drivers as such availability must encompass all time periods as operationally necessary. The FOM will coordinate closely with the Housekeeping Manager to ensure availability of appropriate room types, timeliness of e-check in and conventional arrival rooms. The FOM will work closely with the Engineering Department to minimize downtime of guest rooms and interference of routine maintenance with guest needs. The FOM will maximize REVPAR on a daily basis by implementing steps to maximize room sales on a daily basis and ensure that rate guidelines are followed as dictated by sales strategy, daily rate communications and market conditions.

Requirements

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.

Responsibilities

Seek opportunities to exceed guest, team member and ownership expectations.
Meet or exceed budgeted revenue, profit, and margin for assigned departments and Suite Shop.
Accurately forecast / track revenues, manage labor costs and expenses accordingly.
Anticipates revenue/cost problems and manages the timing of discretionary expenditures in coordination with General Manager.
Analyze budgets and forecasts on an ongoing basis to adjust staffing plans, labor requirements (scheduling Front Desk, Driver, Breakfast Hosts) and operating costs (supplies, uniforms, etc.).
Ensure hotel staff is trained in financial control procedures for cash, vouchers, inventories, and receivables, and that these procedures are regularly followed.
Produce accurate, timely reports – example: A/R, Aging, Inventories, Rate Report, etc.
Proactively identify revenue and / or expense opportunities, potential operational challenges, resolve.
Actively seek to maximize occupancy and ADR; implement steps to facilitate the sale of the last remaining rooms on higher occupancy days by providing rate flexibility guidance to GSA team; reach the 96% occupancy threshold whenever feasible.
Maintain guest service excellence as the driving philosophy of the hotel.
Personally demonstrate a commitment to guest service by responding to guest needs.
Ensure all hotel staff, including new hires, know all components/features of our guest service guarantee and are trained to meet service standards; develop added value customer service programs. Conduct huddles, regular department meetings, training sessions and incentives that are aligned with hotel goals.
Advise and assist team leaders in meeting and exceeding goals.
Empower staff to deliver superior service – encourage and reward responsiveness and follow through.
Ensure hotel procedures and policies contribute to the delivery of consistent guest service.
Daily strategy for maximizing occupancy and ADR (sell the last rooms at most logical rates).
Is familiar with all hotel services, facilities (event space); general knowledge of our competitors.
Know how to read BEO’s, proactively inspect our setup and preparation; assist where needed.
Knows key accounts and ensures that the hotel consistently meets their needs.
Manage human resources functions including recruiting, selection, orientation, training, performance planning and evaluation.
Maintain a positive and constructive work environment with excellent communication between all departments and leaders.
Ensure that all hotel employees know key hotel policies.
Knowledge of workplace injury procedures and steps to prevent such incidents.
Ensure that personnel files are accurate and comply with both local and federal laws and regulations.
Ensure that training objectives (brand and Winwood standards) and developments plans are completed.
Monitor and maintain acceptable turnover levels.
Review changes in occupancy, weather, special events, groups in house, and adjust staffing accordingly.
Know local health and safety codes, regulations applicable to hotels; CARE and SERVSAFE certified.
Recognize and correct potential safety hazards, such as broken doors or railings, fire hazards, etc.
Regularly inspect and correct potential security problems, such as locking doors after hours, etc.
Understand & follow policies and procedures for key control systems, team members are trained in same.
Maintain physical standards by daily inspections of public areas, parking and exterior, hotel vehicles, work areas. Support brand initiatives such as PEP and Light Stay, energy efficiency, waste reduction, recycling.
Communicate to guests and staff during capital projects, have strategies to minimize service disruption.
Monitor upkeep, safety, and maintenance of the hotel vans – logbook and calendar of preventive care.
Coordinate guest transportation needs for both hotels as needed, particularly during activity peaks.
Have “Outstanding” Quality Assurance documentation and audit components in areas of responsibility.
Inspect a minimum of 20 rooms per week, document and track to cover all rooms in rotation.
Monitor and help coordinate event set up, staffing, supplies and costs (product and labor efficiency).
Carry out all other reasonable requests to the best of his/her ability.