POSITION OBJECTIVE
Maintains hotel wellness which includes property integrity, managing multi-departmental staff efficiency, and creating genuine guest satisfaction. Responsible for the effective coordination of the Front Office team and oversight of successful execution of the department's operation. Responsible for warmly welcoming and efficiently checking guests into and out of Hotel Bennett.
ESSENTIAL JOB FUNCTIONS
- Act as Manager on Duty in Front Office Manager's absence overseeing Guest Services, Front Desk and PBX Team
- Evaluates the staffing requirements and prepare work schedules weekly in accordance to hotel occupancy and in-house events
- Ensure that sufficient staffing is present to meet the daily business demands
- Assist in handling all disciplinary counseling as needed in accordance to Hotel Bennett policy
- Give daily line-ups to each employee that communicates business demands
- Demonstrate comprehensive knowledge of rooms, service, facilities, including personnel, features and hours of operation
- Ensure staff's knowledge of hotel services, features and amenities
- Monitor and ensure that departments perform their job functions to the hotel's expected level of service
- Assist staff whenever necessary in performing all job functions
- Responsible for proactively delivering the utmost level of service to guests and visitors
- Follow and support Vision, Mission Statement and Core Values
- Assist with the reservation process; welcoming guests and getting them checked into their rooms.
- Manage overall operations and appearance of the front desk and lobby of the hotel.
- Maintain discretion and security for the hotel and guests
- Responsible for attending to the needs of guests, especially during check-in and check-out.
- Assist in conducting performance appraisals of staff
- Comply with procedures and requirements established in the Front Office Training Manual
- Assist in covering Overnight AFOM when necessary
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EDUCATION/EXPERIENCE
- At least one year of hotel management experience with demonstrated successful systems implementation and oversight
- At least two years of front desk/office experience at a four or five star/diamond hotel
- College degree preferred
REQUIREMENTS
- Ability to communicate clearly and effectively
- Excellent written and spoken communication skills
- Excellent organization habits
- Effective and flexible conflict resolution skills
- Positive and energetic attitude
- Professional and cooperative demeanor
- Ability to take initiative and work efficiently within any given period of time, unsupervised. Should be aggressive and must work well under pressure
- Must be a team player, working well with other departments and co-workers
- Ability to work flexible hours
- Ability to go the extra mile, to provide the extra attention in order to satisfy guests' individual needs and wants
- Ability to motivate staff and maintain a cohesive team
- Ability to remain calm and courteous with demanding/difficult guests and/or situations
PHYSICAL DEMANDS
- Employee is regularly required to stand throughout shift
- Employee must be able to lift and move up to 25 pounds
- Must possess the ability to remain calm in a stressful and/or hurried environment
Salamander Hotels & Resorts is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.