PURPOSE OF JOB

Oversee all daily front-of-house guest sales & services, including supervising all functions of the department to ensure compliance with established Brand and AON Hospitality Group standards and guidelines. Coordinate guest services and operations of the front-of-house with all hotel departments. Ensure guest service standards are maintained. ===============================================================================

ESSENTIAL FUNCTIONS

Ensure service quality, professionalism, and a prompt and satisfactory resolution to all guest issues, inquiries, and requests. Make sure to Check PEP regularly and check for any OOO rooms or Dirty Rooms. And Report such to Housekeeping immediately. Communicate special Guest needs with the Kitchen or the Bar Staff regularly. Rates & Inventory Management Monitor inventory to maximize room availability and revenue. Assist with necessary room assignments and reassignments to maximize inventory and support front office operations. Ensure proper training and execution of the brand loyalty program, ensuring sign-up initiatives are being met. Responsible for day-to-day staff assignments and management of front-of-house staff, including the front desk agents, night auditors. Responsible for remaining highly visible to guests and staff and providing additional support to front-of-house staff, to include working desk shifts, providing breakfast services, and responding to emergencies. Responsible for The Treat Shop, make sure all items are programmed into XnPOS, price guidelines for the items are set accordingly and check for expired items. Ensure that the presentation of the items at the Treat shop with Label facing Front. Ensure that all paperwork, including daily reports, daily checklists, policies, and procedures for the front office, is adhered to, including: Rotating front desk bank, payouts, and daily deposit preparation Review all in-house, reservations, and cancellations to ensure they are executed correctly Review future bookings, groups, tours, and events, and plan accordingly Office supplies inventory & ordering Key control of Staff, Vendor, and guest key assignments Sundries inventory Process any room damage claims and all follow-up Serve as the next level escalation for all guest inquiries, concerns, or issues. Escalate to GM as needed. Ensure all front-of-house staff are properly trained and meet company and brand training requirements and guidelines. Conduct daily and monthly stand-up meetings and huddles with Front Desk staff to keep them trained, aware, and informed. Other duties as assigned. SCOPE Provide an exceptional guest experience to all guests, vendors, and visitors. Provide an organized, safe, professional, and positive work environment to all front-of-house staff. Ensure the department operates in a profitable manner, working within approved budgets and staffing guidelines. Serve as the Manager-On-Duty when the GM is not available or off-site. Generate and follow through on all sales leads and opportunities. ===============================================================================

KNOWLEDGE AND SKILLS

: Strong computer skills, including Microsoft Office and web-based hotel software and applications Proficient in time management; the ability to organize and manage multiple priorities Ability to take initiative and effectively adapt to changes Excellent verbal and written communication skills Ability to work independently and without supervision Proven ability to train, manage, and lead employees to achieve set goals and objectives Able to lift a minimum of 25 pounds and go up/down multiple sets of stairs

Pay:

$18.00 - $20.00 per hour

Benefits:

Dental insurance Employee discount Life insurance Paid time off Vision insurance

Work Location:

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