JOB SUMMARY

Maintains a high quality of service to guests through management of the functional areas of Reservations, Guest Registration, Concierge Services, Bell Services, Telephone Services, and Guest Accounting.

ESSENTIAL FUNCTIONS

Maintains standards of guest services quality as established by systems operation and management Achieves budgeted revenues and expenses and maximizes profitability related to the Guest Services Department Contributes to the profitability and perception of guest satisfaction of other hotel departments Develops short-term and long-term financial operational plans for the Guest Services Department which relate to the overall objectives of the hotel Participates in the preparation of the annual hotel budget prepares weekly forecast for department managers Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image Manages in compliance with established company policies and procedures as well as Local, State, and Federal laws and regulations Manages the Reservation function to maintain the highest possible room occupancy and average daily room rate through suggestive selling Participates in the guest registration area each day during peak activity Maintains procedures for credit control and handling of financial transactions Maintains procedures for security of monies, guest security and emergency procedures Reviews departmental-related guest complaints and ensures corrective action is taken Ensures prompt payment of travel agent commissions on a daily/weekly basis Maintains departmental communications through the effective use of staff meetings, log books and bulletin boards Interviews, selects, and trains all Front Office staff, including an on-going program for orientation and development of each employee Establishes and maintains an appropriate level of community involvement Performs other related and unrelated tasks as assigned by management

Essential Skills:

Requires familiarity with applicable franchise front desk standards and procedures. Previous IHG Opera experience required. Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Telephone Services, Guest Accounting/Night Audit. Must possess management/supervisory knowledge, skills, and ability. Must possess excellent public relations skills and ability to handle/resolve guest complaints. Requires management/supervisory skills as well as skill handling guest relations.

Educational/Vocational Preparation:

: Associate's degree in Hotel/Restaurant management or business preferred; however, ability gained through 2+ years previous front office experience/on-the-job training may substitute for degree. Previous management experience is required. Benefits available after 90-days.

REQUIREMENTS

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