Front Desk Manager OEM - Hilton Tucson El Conquistador
Required skills
- guest registration
- bell services
- telephone services
- night audit
- guest reservations
- guest satisfaction
- hotel profitability
- labor costs
- departmental budget
- guest complaints
Nice to have
- business center stocked
Role summary
The Front Desk Manager at Hilton Tucson El Conquistador assists the Director of Front Office in managing guest service operations, including registration, bell services, telephone services, night audit, and reservations. Responsibilities include training and supervising front desk staff, managing schedules and labor costs, resolving guest complaints, ensuring adherence to hotel accounting and security procedures, and assisting in the hiring process. The role requires maintaining a professional image and following company policies.
Scope:
Assists the Director of Front Office in managing guest service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.
Primary Responsibilities:
Ø Assists in the training and supervision of all Guest Services Agents, Front Desk Agents and night auditors;
Ø Oversees and participates in guest registration.
Ø Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
Ø Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
Ø Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
Ø Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Ø Provides a professional image at all times through appearance and dress.
Ø Follows company policies and procedures and is able to effectively communicate them to subordinates.
Ø Assists in hiring of staff using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
Ø Assist in training classes regarding safety, security, department procedures and service guidelines.
Ø Keeps business center stocked daily
Ø May attend bi-weekly management staff meetings in absence of Director of Front Office
