Albuquerque, New mexico
Front Office Manager Job Opening in Albuquerque, New mexico - Hampton Inn & Suites by Hilton - Albuquerque North
JOB OVERVIEW:
This position is responsible for managing the operation of the hotel?s front desk and the administration of the front office in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security while managing costs within budgetary guidelines; responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for PBX, reservations and guest check-in/out.
ESSENTIAL JOB FUNCTIONS:
Work Objectives
Assist the General Manager with using business forecasts to set FDSR work schedules in accordance with budgeted labor costs. Adjust schedules as needed to meet business demands.
?Manage departmental expenses within budged guidelines. Explain causes for any budget variance, and take corrective action to avoid future variance occurrences.
?Train front desk staff in technical duties (including front office operation and central reservation systems) and proper guest service skills.
?Assist the General Manager with training FDSRs on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structure and yield management policies.
?Assist the General Manager with competitive analysis and rate surveys.
Perform assigned administrative and financial duties such as daily reports, credit card reversals, bank deposits, city ledger, accounts receivables, travel agent research, lost and found, rooming lists and office supply inventory while protecting the safety of employees and guests.
Supervise and perform front desk and Night Auditor duties.
Guest Satisfaction
Respond, as needed, to any upset guests or difficult situations. Ensure all guest service issues are resolved prior to guests leaving the property.
Manage the 100% satisfaction guarantee and Priority Club programs. Eliminate service issues resulting in repeated invocations of the 100% guarantee.
Ensure that the front desk staff receives satisfactory guest satisfaction, product quality, and/or mystery shopper scores. Take corrective action to improve any deficiencies.
Teamwork
Be available to work a flexible schedule.
?Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.
Serve as Manager-on-Duty in the absence of the General Manager and/or the Assistant General Manager.
Employee Satisfaction
?Recruit, hire, train, and retain employees to deliver exceptional guest service and a quality product that will lead to achieving EBITDA goals. Maintain an acceptable level of turnover.
Train and empower FDSRs to successfully handle guest needs, special requests, and complaints.
Assist the General Manager in properly administering Human Resources policies and procedures, including payroll administration, personnel transactions, and fair and consistent employee treatment. Conduct wage surveys as needed to ensure the hotel is offering competitive wages.
?Advise and consult with General Manager regarding poor employee behavior and violation of performance standards; provide counseling and/or discipline as needed.
MINIMUM QUALIFICATIONS:
Leadership experience; preferably 2 years or more
Ability to manage change effectively
Must be available evening, weekends, and holidays
Hotel Front Desk/Night Audit/Front Desk Supervisor experience preferred.
Previous Hilton experience preferred
Job Type: Full-time
Required experience:
supervisor or managment: 1 year
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