Kellogg Front Office Operations Manager / Kellogg Center Rooms Division Manager
About The Position
Assists in developing and maintaining adherence to policies and procedures designed to provide high quality guest services within a competitive cost structure. Monitors guest activity and satisfaction, answers questions, resolves escalated guest concerns, responds to suggestions and engages in proactive marketing of the Kellogg Center. Interviews, recommends for hire, and reviews the performance of assigned regular and student support staff Oversees training and development of assigned support staff including cross training in order to ensure continuity and effective operations of guest service areas. Oversees staff scheduling; monitors employee morale and resolves concerns and problems; answers questions regarding policies, procedures and operational activities; and assists assigned support staff in providing optimal customer service and in performing assigned responsibilities. Oversees the maintenance of a safe work environment. Prepares and monitors comprehensive hotel room revenue performance reports in adherence to assigned rate integrity goals Oversees inventory maintenance and control. Reviews data, prepares reports, and responds to changes in the business and operational environment in order to provide high quality, cost-effective guest services. Reviews reports from other hotel areas and resolves problems related to guest services. Serves as a liaison between guest services and other hotel areas. Maintains currency in hotel and guest service operations through coursework, literature, and attendance at workshops, seminars, conferences, etc. All positions in RHS are designated as critical status. In the event of a university closure, modification, or suspension of operations due to snow or other emergency condition, persons in this position are expected to make all reasonable attempts to report to work as scheduled for the duration of the closure/suspension. If a person has an approved remote work agreement to work a portion of their normally scheduled work hours remotely, they may be called upon to work on-site to serve the MSU community.
Requirements
- Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Hospitality Business or a related field; three to five years of related and progressively more responsible or expansive work experience in managing a hotel front office area; or an equivalent combination of education and experience.
Responsibilities
- Assists in developing and maintaining adherence to policies and procedures designed to provide high quality guest services within a competitive cost structure.
- Monitors guest activity and satisfaction, answers questions, resolves escalated guest concerns, responds to suggestions and engages in proactive marketing of the Kellogg Center.
- Interviews, recommends for hire, and reviews the performance of assigned regular and student support staff
- Oversees training and development of assigned support staff including cross training in order to ensure continuity and effective operations of guest service areas.
- Oversees staff scheduling; monitors employee morale and resolves concerns and problems; answers questions regarding policies, procedures and operational activities; and assists assigned support staff in providing optimal customer service and in performing assigned responsibilities.
- Oversees the maintenance of a safe work environment.
- Prepares and monitors comprehensive hotel room revenue performance reports in adherence to assigned rate integrity goals
- Oversees inventory maintenance and control.
- Reviews data, prepares reports, and responds to changes in the business and operational environment in order to provide high quality, cost-effective guest services.
- Reviews reports from other hotel areas and resolves problems related to guest services.
- Serves as a liaison between guest services and other hotel areas.
- Maintains currency in hotel and guest service operations through coursework, literature, and attendance at workshops, seminars, conferences, etc.
- Expected to make all reasonable attempts to report to work as scheduled for the duration of the closure/suspension.
- May be called upon to work on-site to serve the MSU community.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
