Mgr Front Office BU EX

Horseshoe Bay Resort • Burbank, CA

3d

About The Position

ESSENTIAL JOB FUNCTIONS:

1. Interview, hire, train, recommend performance evaluations, resolve problems,
provide open communication and recommend discipline and/or termination when
appropriate.

2. Respond to guest’s special requests, needs, problems, issues and concerns and
accommodate groups to ensure optimal levels of guest satisfaction and repeat
business.

3. 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.

4. Supervise the Guest Service Agents.

5. 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.

6. Comply with attendance rules and be available to work on a regular basis.

7. Perform any other job related duties as assigned.

NOTE:
This description excludes non-essential and marginal functions of the position
that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be
all-inclusive. Rather, they represent the typical elements and criteria
considered necessary to perform the job successfully. Other job-related duties
may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of
the Company, and in no way creates an employment contract, implied or otherwise;
each associate remains, at all times, an “at will” associate.

Requirements

• Must have the 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.
• Must be 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed