Front Office Manager - Doubletree by Hilton Orlando at Seaworld

    • Job Tracking ID: 512688-606157
    • Job Location: Orlando, FL
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: January 24, 2018
    • Years of Experience: Not Applicable
    • Starting Date: ASAP
    • Hotel: Doubletree by Hilton Orlando at Seaworld
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Job Description:

Job Title: Front Office Manager

Department: Front Office

Reports To: Director of Front Office

Purpose of the Position: Primary function is to direct and control operations of the Front Office and coordinate activities in order to obtain optimal room occupancy and revenue. To oversee all activities of the Front Office to ensure high standards of guest services and accuracy in all phases of the operation.

ESSENTIAL DUTIES

* Efficiently train all Front Office Supervisors and PBX Operator
* Ensure proper staffing levels of Front Office Agents by preparing weekly schedule and maintaining proper documents (time cards, disciplinary procedures, reviews, etc.)
* Have complete understanding of all Front Office staff job descriptions and duties and able to perform duties at any time
* Accurately prepare purchase requisitions for supplies needed
* Accurately manage and operate the reservation system and assist reservations, when needed
* Accurately check AM and PM discrepancy reports
* Communicate with the Housekeeping Department regarding guest rooms and request
* Communicate with the Engineering Department regarding any maintenance requests from the guests
* Greet guests cordially and promptly and professionally check guest in and out of the hotel
* Know how and where to accurately post all charges
* Accurately manage cash handling including receiving money from guests for payment of hotel charges and making correct change
* Handle checks and credit cards received from the guests for payment of hotel charges
* Know and accurately quote all of the rooms rates, using up selling/yield management techniques per company policy
* Issue safety deposit boxes to guests when requested, following approved hotel policies and procedures
* Meet budget by performing within guidelines
* Participate in the following
o Monthly departmental meetings
o Property MOD program
o Weekly staff meeting
* Direct evacuations during an emergency
* Properly handle guest complaints and/or concerns

GENERAL DUTIES

* Know your schedule work and follow it accordingly
* Work in a cooperative and friendly manner with fellow employees
* Maintain professional attire and personal hygiene
* Maintain a clean, neat and orderly work area
* Perform your job according to standard operating procedures
* Read, understand and follow all policies, procedures and practices as stated in the Employee Handbook
* Implement management company and hotel’s safety and emergency policies and procedures (i.e. evacuation, first aid, etc) to include removing all safety hazards, following company’s OSHA program, safe lifting techniques
* Utilize protective equipment, when applicable
* Promptly report substandard ( unsafe ) conditions to Supervisor
* Promptly report accidents, injuries, property damage or loss to Supervisor
* Keeps accurate communication flowing freely among all hotel departments
* Inform management promptly of any work-related problems or guest complaints
* Practice 'CARE hospitality' and provide guest satisfaction
* Promote the hotel through goodwill, courtesy and a positive attitude
* Attend all schedule training classes and meetings
* Continue to learn and grow in your position
* Perform any reasonable request as assigned or directed by management
* Provide for a safe work environment by following all safety and security procedures and rules
* Assist person(s) with a disability
* Comply with all applicable federal, state and local laws ordinances as they apply to the hotel, guest and employees
* Respond properly to irritated or angry guests

PHYSICAL DEMANDS

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
* While performing the duties of this job, the employee is regularly required to talk or hear
* The employee frequently is required to stand; walk; sit; and use hands to finger; handle, or feel
* The employee is occasionally required to reach with hands and arms
* The employee must occasionally lift and/or move up to 50 pounds
* Specific vision abilities required by this job include ability to adjust focus

WORK ENVIRONMENT

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Skills:

SUPERVISORY RESPONSIBILITIES

* Supervise all Front Office team including Front Office Supervisors


QUALIFICATIONS/SKILLS

* Posses strong leadership skills to provide guidance for the Front Office team
* Ability to memorize hours of operation of the hotel facilities
* Must be flexible enough to work any shifts including evenings, weekends and holidays

EDUCATION AND/OR EXPERIENCE

* Bachelor's degree preferred
* A minimum of 5 years as a Front Office Manager or related field in a hotel or resort of similar size

LANGUAGE SKILLS

* Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
* Ability to write reports, business correspondence, and procedure manuals
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
* Fluent in the English language

MATHEMATICAL SKILLS

* Use arithmetic to check totals and make changes accordingly

REASONING ABILITY

* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form