Mgr Front Office BU EX

Horseshoe Bay Resort•Burbank, CA

4d•Onsite

About The Position

This role is responsible for supervising the daily operations of the Front Desk to ensure compliance with Standard Operating Procedures (SOPs) and Lodging Standards of Performance (LSOPs), maximize revenues, and motivate associates to provide an optimal level of quality service and hospitality to hotel customers. The position involves interviewing, hiring, training, and managing front desk staff, as well as responding to guest needs and resolving issues to ensure high levels of guest satisfaction and repeat business. The role requires maintaining composure during stressful situations and acting as a role model for employees.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Willing to “pitch-in” and help co-workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
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 associates, customers and patrons.
Adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Nice To Haves

Ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones.

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Supervise the Guest Service Agents.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.