FUNCTION:

Oversees all Front Office Operations to insure profitability, control costs, maximize profits, ensures quality service standards and to insure total guest satisfaction.

RESPONSIBILITIES:

• Ensures complete guest satisfaction.
• Achieves financial goals.
• Drives the Revenue Management process.
• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including: rate and availability calendar.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Implement and monitor all corporate marketing initiatives.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.
• Investigates guest complaints.
• Participates and/or steers the hotel Safety Committee.
• Ensures that Quality Standards and Services are maintained for Property, Product, and People.
• Provide assistance and instruction to employees and make routine hiring decisions.
• Manages Guest Service Relations, Training, and Guest Response processes.
• Communicates daily with other management, department heads and employees to ensure proper operating procedures are in compliance.
• Assist in Sales calls as part of the hotel sales effort.
• Must be able to work all shifts.
• Must be able to relocate within Winston Hospitality for future growth to AGM or Hotel Manager.
• Ensures Security for the hotels customers, employees, and property assets.
• Remains current on business trends and local activities.
• Enforces established policies and procedures for Winston Hospitality and the hotels brand.
• May be required to work a varying schedule.
• Assists in check-in / check-out of guests or any related guest service activity.
• Perform room inspections which require bending, stooping, reaching overhead and moving throughout guest floors.
• Perform other duties as requested.
• Participates and ensures smooth operation of Manager On Duty (MOD) Program.
• Assists in conducting the departmental operational audits and assists in developing corrective action plans.
• Practices the Winston Hospitality Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
• Supports hotels training needs and efforts.
• Monitors Guest Scores to included Signature and focuses on product improvement to include the PIP and Capital process.

TECHNICAL EXPERIENCE:

• Must have thorough knowledge of all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited service hotel operations.
• Must have considerable knowledge of computer systems for guest registration, reservations, reporting and etc.
• Must have above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.
• Must have thorough supervisory skills proficient in accomplishing the task.
• Must have the ability to develop subordinates to enhance advancement in the hotel and throughout the organization.
• Must have the ability to effectively deal with internal and external customers, some whom will require high levels of patience, tact and diplomacy to defuse anger, and resolve conflicts.
• Must be well groomed in uniform or business attire.
• Must be trained in CPR Certification and/or First Aid Training preferred.