Job Description
Job Description
GENERAL REQUIREMENTS
Skills
- Excellent organizational skills
- Ability to work independently and with others
- Good communication skills is a must!
- Flexibility to work any shift
- Excel in managing employees effectively
Experience
- Previous experience as a hotel front office manager or desk required
- Public relations
- Cash handling
- Computer experience
- Switchboard experience
- Previous supervisory experience required
Essential Functions
This position is responsible for the Front Desk (and all aspects of it), the Valet department (and all aspects) and the Continental Breakfast
Day to Day
- Review all reports produced by each desk shift.
- Monitor and balance cash banks.
- Monitor the morale of the desk, valet and breakfast staff.
- Conduct employee reviews on the anniversary date.
- Schedule the desk, valet and continental breakfast staff on a weekly basis.
- Relieve clerks and valets for breaks as needed.
- Daily and weekly food ordering.
- Work one breakfast production shift each week.
- Update training, daily, weekly, monthly checklists, manuals and job descriptions as needed.
- Train new and retrain existing employees using the training checklists.
- Ensure the manager on call is covered each week.
- Approve payroll every other Monday morning.
- Give interviews for desk clerks, valet and breakfast candidates.
- Hire, discipline, and terminate employees as needed.
- Oversee the cleanliness and aesthetics of the lobby, exterior, kitchen and breakfast room.
- Handle guest relations appropriately and in a timely manner.
- Reply to any credit card disputes.
- Perform no show and advance deposit billings and refunds.
- Solve billing problems and questions for guests.
- Review various reports and report discrepancies to the general manager
- Balance the manager's bank and do expense reports as needed.
Monthly/annual tasks
- Plan goals for the front desk and guest service departments.
- Resolve employee conflicts.
- Verify the front desk/breakfast staff understand and follow the Mission Statement.
- Verify the front desk/breakfast staff understand and know the pocket card.
- Respond to charge disputes from credit card companies.
- Schedule new employees to attend the customer service seminars.
- Schedule employee meetings once a quarter.
- Inventory and order employee uniforms as necessary. Ensure employees are following the dress code.
- Prepare and present the annual budget to the GM. Track weekly/monthly budgeted items.
Goals
- Provide leadership for the front desk and breakfast staffs. Be positive and show enthusiasm for the hotel.
- Limit turnover of hourly employees (two-year employment period should be the goal at hire date).
- Maintain positive morale throughout the staff.
- Maintain a high level of involvement for front desk/breakfast staff in the day-to-day functioning of the hotel.
- Watch for potential money-saving measures at the front desk.
- Encourage a level of customer service that insures satisfied guests.
- Fill holes with front desk staff when other departments, specifically reservations and including housekeeping – have trouble.
Miscellaneous
- Attend weekly department head meetings.
- Provide room tours when necessary.
- Understand and have input in the marketing plan.
- Assist other employees when needed.
- Assist other departments when needed.
- Cover shifts when an employee is sick or "no shows" including the night audit.
- Assist new employees in filling out new hire paperwork.
- Complete disciplinary notices and termination forms appropriately.
- Work 1 to 2 production shifts a week. If a busy administrative week can be predicted, and we have the staff, the number of production shifts can be reduced.
- Rotate storage boxes for audits and folios.
PHYSICAL REQUIREMENTS
- Ability to stand for long periods of time
- Ability to stoop, kneel, crouch, crawl, reach, walk, climb, push, pull, lift, grasp, finger, talk, hear, and see
- Ability to perform light work: exerting up to 75 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects
- Ability to cope with stress
MENTAL REQUIREMENTS
- Ability to cope with direct complaints in an efficient, friendly manner
- Ability to endure repetitive tasks
- Ability to enforce and work in a team atmosphere
- Ability to make quick and rational decisions
- Ability to solve problems immediately
- Patience with other employees and with time consuming tasks
- Ability to cope with stress
ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES.
EMPLOYEES IN ALL JOBS DESCRIPTIONS MUST COMPLY WITH AND ENFORCE THE PROPERTY'S PERSONNEL POLICY AND PROCEDURES (SEE SUPPLEMENT).
ALL REQUIREMENTS ARE SUBJECT TO CHANGE.
This is a demanding position and the Bell Tower has high standards. Please do not apply if you don't have a good personality and a great smile.
Job Type: Full-time
Benefits:
- Dental/Vision insurance
- Flexible schedule
- Health insurance
- Paid time off
- 401(k) with Employer Match
- Short Term Disability
- Aflac
- Life Insurance
Schedule:
- Holidays
- Night shift
- Overtime
- Weekend availability
Education:
- High school or equivalent
Experience:
- Hotel experience: 2 years (Required)
Work Location:
- One location
Work Remotely:
- No
Salary:
- Starting at $55,000 based on experience