Description :

1. Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues.
2. Work collaboratively with all members of the front office team in departmental planning, development, and execution.
3. Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
4. Work closely with department managers and supervisors to develop them both personally and professionally.
5. Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
6. Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted.
7. Review work procedures and operational problems to determine ways to improve service, performance, or safety.

Experience

0-2 Years

Level

Entry Level

Education

BSHM

Description :

1. Assisting with the hiring of staff.
2. Preparing schedules, meeting, ongoing production work for all front desk personnel on a daily, weekly, monthly basis as required to meet the workload demand.
3. Reviewing reports from the night audit concerning occupancy, vacancy, call accounting system and other related areas.
4. Responding to emergency situations and handle guest's questions and guest's complaints.
5. Using property management called epitome and a key system called folk.
6. Processing reservations, special requests, assign rooms, check-in & check-out guests.
7. Coordinating with the housekeeping department to ensure rooms are ready for occupancy.

Experience

10+ Years

Level

Senior

Education

B.S. in H.M.

Description :

1. Oversaw management of front desk, bell desk, at your service and concierge staff.
2. Developed and conducted new-hire orientations and training for the property.
3. Developed an "art of hosting" training course to familiarize all hotel staff with the Marriott culture of service excellence.
4. Wrote the first employee engagement survey for the hotel and used it to develop new programs at the hotel to increase employee engagement.
5. Developed a "train the trainer" certification program for the front office team.
6. Conducted job performance reviews and created incentive programs to improve productivity.
7. Resolved customer complaints, anticipated potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Experience

2-5 Years

Level

Junior

Education

B.S. in H.M.

Description :

1. Located and notified customers of delinquent accounts by mail, telephone, and personal visits to solicit payment.
2. Recorded information about the financial status of customers and the status of collection efforts.
3. Sorted and file correspondence, and performed miscellaneous clerical duties such as answering correspondence and writing reports.
4. Managed daily front office operations, improving guest satisfaction scores by 15% within one year.
5. Supervised a team of 15 front desk staff, enhancing training programs that reduced check-in times by 20%.
6. Implemented a new reservation system, increasing booking efficiency and reducing errors by 30%.
7. Developed and maintained relationships with key clients, resulting in a 25% increase in repeat business.

Experience

10+ Years

Level

Senior

Education

B.S. in H.M.

Description :

1. Coordinating schedules, payroll, and expenses to meet or fall below budget.
2. Ensuring that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards.
3. Ensuring that all accounting transaction and cash handling procedures are in compliance.
4. Conducting regular monthly meetings with members of the front office and communication team to address current initiatives, projects, and long term goals.
5. Recruiting, hiring, training and retaining associates for all supervised departments.
6. Developing monthly training items to foster development and cross-training with other departments.
7. Monitoring guest satisfaction processes, and respond to guest concerns, and inquiries.

Experience

5-7 Years

Level

Junior

Education

B.S. in HM

Description :

1. Responsible for interviewing and selecting new hire employees, background checks, completing new hire documentation and orientation, entering new employee data into the ADP payroll system.
2. Revenue management & analysis - and reporting financials to the corporation.
3. Accounts receivable and payable, personnel scheduling, payroll, new hires and terminations, training, taking appropriate disciplinary actions when necessary and documenting accordingly.
4. Handling guests complaints, ordering, and inventory, email management, communications with the corporate office and other managers, office filing, deposits, and bank runs.
5. Making reservations, booking large groups and maintaining records of and contact with large groups for future information and incentive offerings.
6. Setting up contracts with businesses for their employee travel needs, managing the hotel and entering employee work hours into the adp payroll system.
7. Working directly with customers to explain and coordinate treatment and payment plans and anticipated health insurance coverage.

Experience

10+ Years

Level

Senior

Education

B.S. Hospitality

Description :

1. Responsible for maintaining and enhancing the product and service presented to guests.
2. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated.
3. Responsible for direct management of front desk, guest service and valet operations of an upscale downtown hotel to ensure efficient, cost-effective, quality customer service is provided to all hotel guests.
4. Coordinating activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
5. Responsible for budgeting, forecasting, financial planning and management of front desk, guest service and valet departments.
6. Responsibility for all risk management policies, procedures, goals, and objectives to include guest/employee safety and health, protection of all hotel and guest property, and all relevant legislated requirements.
7. Managing time allocation for broker/owner and property managers by coordinating meetings, appointments, and events.

Experience

10+ Years

Level

Senior

Education

B.S. in H.M.

Description :

1. Worked with the local union on any issues that arose reworked new-hire orientation program to include HR information and company resources.
2. Check and maintain all new real estate or rental leads from the company website.
3. Reports and executive documents that have to be done daily, weekly and monthly for the board of realtors.
4. Input & update all new, under contract, withdrawn, expired and closed real estate transactions on numerous websites.
5. Responsible for documenting rent payments, application fees, and all monies are taken in from tenants or potential tenants.
6. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas.
7. Directly supervises all front office personnel and ensures proper completion of all front office duties.

Experience

5-7 Years

Level

Executive

Education

B.S. Hospitality Mgmt.

Description :

1. Maintained all client files as well as imported all clinical information into the electronic medical records database.
2. Responsible for creating schedules for the providers and making ongoing changes as needed.
3. Compiled all insurance billing documentation which was then transferred daily to the billing office.
4. Instrumental in the success of increased revenue for our location resulting in being rated the second highest in receivables of the six locations during my employment period.
5. Promoted to fulfill a broad range of HR functions, including recruiting and training employees, administering benefits, overseeing disciplinary action and managing hr records.
6. Maintain daily sales summaries and weekly reports utilizing word processing, spreadsheet, database, and/or presentation software.
7. Reviewed front office log book and guest feedback forms on a daily basis.

Experience

10+ Years

Level

Senior

Education

B.S. in H.M.

Description :

1. Tasked with identifying, interviewing and hiring of all front of house staff for the new restaurant opening.
2. Have maintained an overall low turnover rate within the department through consistent coaching and development of the team.
3. Managed every aspect of foh operations overseeing a staff of 40+ employees inclusive front desk, bell staff, shuttle drivers, bartenders, servers, housekeepers, etc.
4. Scheduled staff appropriately to business volume to provide maximum quality services at minimum expense.
5. Inform all front office staff of daily activities, group, and VIP arrivals as well as special requests and repeat guests.
6. Act as manager on duty for the hotel, dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.
7. Count all employee daily cash drops and depositing money into the company bank account.

Experience

2-5 Years

Level

Junior

Education

B.S. in H.M.