JOB OVERVIEW: Provide guidance and leadership to the front office team, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Responsible for all front office operations, including Guest Service Agents, Night Audit, Reservations and Van Drivers. Champions guest satisfaction and service recovery for the entire property.
REPORTS TO: General Manager
ESSENTIAL JOB FUNCTIONS:
1. Implement and manage hotel’s front office operations, including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
3. Communicate both verbally and in writing to provide clear direction to staff.
4. Assign and instruct front office staff in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgement and discretion.
6. Responsible for budgeting, forecasting, training, motivating and staffing of the Front Office and Guest Services.
7. Prepare forecast expenses and actual results for front office revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
8. Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the front office to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
9. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Front Office Staff Meetings, Manager Meetings, Guest Service Team Meetings, etc.
10. Comply with attendance rules and be available to work on a regular basis.
11. Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects. Ability to effectively deal with internal and external
customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action.
PERFORMANCE STANDARDS
Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy
and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change
in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using
chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they
represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the
Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.
Education/Training: High school diploma required.
Experience
Preferred
- At least one year of front office management/supervisory experience in a full service hotel preferred.
Education
Required
- High School or better
Behaviors
Preferred
- Team Player: Works well as a member of a group
- Functional Expert: Considered a thought leader on a subject
- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
- Peer Recognition: Inspired to perform well by the praise of coworkers
- Self-Starter: Inspired to perform without outside help
- Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Goal Completion: Inspired to perform well by the completion of tasks
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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