Job description

Responsible for the daily operations of the front office, supervision and control of the front desk, and completion of all administrative tasks. Responsible for daily operations including but not limited to: Interview, train, and maintain proper employee work guidelines. Operate inside budget guidelines. Maintains cost control specifications on a daily basis. Provide professional leadership, positive attitude, maintaining a high level of customer service satisfaction and daily training to all front desk associates. Perform other duties as assigned by the General Manager.

Education & Experience:

• At least 2 years of progressive experience in a hotel or a related field.

• Previous supervisory experience required.

• Must be proficient in Microsoft Office programs, Word, Outlook, Excel, Powerpoint

Physical Requirements:

• Long hours sometimes required.

• Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Knowledge/Skill Requirements:

• Professional communication skills, oral and written.

• Must be able to evaluate and select among alternative courses of action quickly and accurately.

• Must work well in stressful, high-pressure situations.

• Must maintain composure and objectivity under pressure.

• Must be effective in handling problems in the workplace, including, preventing, identifying and solving problems as necessary.

• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co workers and guests.

• Must be able to work and understand financial information and data, and basic arithmetic functions.

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.

• Maintain regular attendance in compliance with QPM Hotels standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.

• Comply at all times with QPM Hotels standards and regulations to encourage safe and efficient hotel operations.

• Maintain a warm and friendly demeanor at all times.

• Respond to all guest requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, OSAT scores, Revinate, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all front desk personnel according to QPM Hotels SOP.

• Prepare and conduct all front-of-house interviews and follow hiring procedures according to QPM Hotels SOP. Actively support QPM in recruiting friendly associates.

• Develop employee morale and ensure training of front desk personnel.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

• Monitor oversold dates to ensure the maximization of room revenue.

• Monitor and communicate all special requests and guest related issues.

• Maximum room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.

• Monitor and support the Guest Loyalty/Rewards program.

• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.

• Assist with timely front office performance reviews according to QPM Hotels SOP.

• Monitor labor expenses through schedule approval process and ensure budgeted productivity.

• Participate in required M.O.D. program as scheduled.

• Operate all aspects of the Property Management computer system.

• Monitor proper operation of the PBX and ensure proper phone etiquette by all employees answering phones.

• Assist in preparation of revenue and occupancy forecasting.

• Operate two-way radios efficiently and professionally in communicating with hotel staff.

• Be knowledgeable of the current Brand marketing programs and the standards and procedures for each. Ensure that staff are knowledgeable in understanding and implementing Brand programs.

Job Types: Full-time, Part-time

Benefits:

• Employee discount

Schedule:

• 8 hour shift

Work Location: In person

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