REPORTS TO

Director of Operations, AGM, GM ===========================================================================

BASIC PURPOSE

Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

ORGANIZATIONAL SCOPE

Position is responsible for the short term planning and day-to-day operations of the Front Office Department. The major areas of responsibility/management include: Front Desk, reservations, Concierge, Valet and Transportation. Recommends, implements and monitors the Department's budget and manages expenses within approved budget constraints.

FUNCTIONS/RESPONSIBILITIES

• Implement company programs (SUN/Franchisor) and manage the operations of the Front Office (Front Desk, Reservations, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Manage the hiring and staffing needs of the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Communicate with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
• Perform special projects and other responsibilities as assigned.
• Participate in task forces and committees as requested.
• Maintain good working relationships and open lines of communication with all other departments.
• Perform the Manager on Duty functions as assigned.
• When needed, assist other departments and employees with any tasks requested by a supervisor or manager

KNOWLEDGE AND SKILLS

At least two full years of full employment in a related position with SUN or other Hotel company Skills and abilities:

• Requires knowledge of discipline-specific SUN policies, procedures and services and general knowledge of other departments in the hotel.
• Requires excellent written and verbal skills
• Requires supervision/management skills.
• Ability to prioritize and manage time well
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to communicate in English. Second language desirable.
• Ability to handle cash and credit transactions.
• Ability to enforce all company rules and SOPs.

No.

of employees supervised:

Supervise One to thirty employees Travel required: Minimal. May be required to attend supplemental Management training classes.

Hours Required:

• A minimum of 40 hours per week required, with fifty hours or more over a five day period frequently being required in order to accomplish the tasks required of the position.
• Flexibility in scheduling required, including weekends, night and holidays when needed
• Must adhere to the time and attendance policies set forth by the company

ENVIRONMENT

Physical Job Requirements Lifting/Pushing/Pulling/Carrying Positions may require lifting of front office supplies, assisting with guest luggage, carrying of linens and laundry, kitchen supplies, and other essential property supplies Bending/Kneeling /Reaching Position requires frequent bending and kneeling to access supplies, drawers and cabinets, office supplies, and other essential property supplies Mobility Position requires ability to assist guests, walk guests and clients to rooms and meeting locations, deliver supplies or requests to housekeeping and other property departments, distribute invoices to guest rooms, and be able to assist with other essential property needs Continuous Standing This position requires continuous standing for entire shift

Climbing Stairs:

This position may require climbing of property stairs Driving If applicable, position may require assistance with shuttling guests to and from designated locations. If so, must be able to meet all Fleet Safety Program requirements Hearing/Vision/Speech This position requires that the employee be able to clearly communicate with, understand, and respond to supervisors, coworkers and guests Other Considerations

• Professional appearance
• Excellent grooming required
• Punctuality and dependability require

Pay:

$45,000.00 - $50,000.00 per year

Benefits:

Employee discount Free parking Health insurance People with a criminal record are encouraged to apply

Work Location:

In person