ABOUT US

At Zachry Hospitality, are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:

Every Person Matters

Together We Can Do Great Things

This Is More Than a Job

BENEFITS

• Company paid short-term and long-term disability.
• Medical, dental and vision insurance
• Fidelity 401K retirement plan with employer matching up to 6% of contribution
• Hilton Hotel Travel Discount Program
• Paid Time Off (PTO)
• Free Meal
• Free annual VIA bus pass
• Quarterly Incentive Bonus
• Referral Bonus Incentive Program
• Team Member Assistance Program

JOB PURPOSE:

As the Front Office Manager, you will fill a key leadership role with the responsibility for the Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. The Front Office Manager will provide guidance and leadership for the Front Office Team, while developing and retaining employees and exceeding guest expectations. You will ensure all guest complaints are addressed, respond to emergency situations, and inspect hotel public areas to ensure compliance to all procedures established by management. You will coordinate the activities of guest service agents and night auditors to ensure high-quality guest service.

ESSENTIAL FUNCTIONS:

• Manages and motivates all Front Office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

• Participates in the Manager on Duty Program, and is the first point of contact for any issues that may arise.
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar.
• Communicates with guests and Team Members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and/or attends meetings to obtain and disseminate pertinent information.
• Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

• Assigns and instructs Front Office Team in details of work. Observes performance and encourages improvement. Monitors lobby traffic and make staffing adjustments accordingly.
• Prepares and conducts Daily Pre-Shift Meetings, communicates effectively with all Management and Team Members preparing them with the needed information to provide superior guest service. Monitors meal break compliance. Reviews all memos and e-mails in a timely manner and respond accordingly.
• Promptly answers the telephone using positive and clear English language. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Completes all Guest Service Agent standards when called on to assist with the registration/cashiering functions during peak times.
• Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Guest Service Agent's, Night Auditors, Drivers, and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Makes decisions and takes action based on previous experience and good judgement, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Monitors the performance, and discipline issues of the Front Office Team, including all Guest Service Agents, Night Auditors, and Drivers. Make recommendations for training related issues when inconsistencies develop at the Front Desk.

• Writes and completes personal management goals directly related to Front Office Business Plan goals.
• Oversee the Grab & Go shop, to include ordering and stocking.
• Actively participates in hotel committees.
• Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirables, while utilizing diplomacy and good judgement.
• Other duties as assigned.

EDUCATION:

• High school graduate or equivalent required.
• Minimum of 4-year college degree preferred.

EXPERIENCE:

One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.