Front Office Manager

Position: Front Office Manager (Embassy Suites Brier Creek- Raleigh, NC)
Position Summary:

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodation, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.

And our amazing Team Members are at the heart of it all!

The critical function of any hotel is to provide a reliable, comfortable, accurate, trouble-free experience in sleeping accommodations. Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction (SALT) and product quality standards (QA) are met. Assists department managers in managing all areas of the hotel in accordance with brand standards to achieve a friendly, welcoming atmosphere of superior guest service;

demonstrate exemplary performance for staff to follow. This position is approximately 60% operational, 40% administrative; the ability to execute some of the administrative tasks while supporting Front Desk operations will enhance efficiency and productivity.

Organizationally, daily supervision of operations is shared by the GM and FOM; typically, this will mean that one manager will be at the hotel at the start of the day’s activities, 7 to 7:30 AM, and the other manager will close the day’s operations and ensure that set-up is complete for the following day, approximately 9:30 PM. This time frame is adjusted based on business levels and operational needs, so that any given day may require earlier, later, management coverage.

ESSENTIAL JOB FUNCTIONS:

Exceed guest expectations by personal example & by coaching Guest Services staff, as measured by guest feedback/SALT.Translate the strategy established by the General Manager and Sales Team into operational priorities and steps that can be executed by FOM, GSAs, Breakfast team(s).Create a team culture that fosters continuous improvement, cooperation, loyalty and stability, superior service to guests /team.

Ensure that brand standards of operations, safety, and services are always  accordance with budget, financial and forecast guidelines, schedule Front Desk, Breakfast, Front Office, and other assigned staff; manage the day-to-day arrivals – HHonors assignments and amenities, ensure that Front Desk is prepared to handle the forecast volume of departures / arrivals in a manner that exceeds guest expectations and hotel & brand standards.

Ensure that all Front Desk tasks are executed correctly so revenues, checks & balances are protected.

Coordinate effectively with Housekeeping & Engineering Teams, to maximize their maintenance of the hotel and ability to provide superior guest service and responsiveness.

Hiring, training and tracking of mandated training for all direct reports.

Accounts Receivable for hotel’s Direct Bill accounts; HHonors submissions; credit card disputes, guest billing inquiries.

Suite Shop: purchasing, posting, inventory, accountability for operating margins.

Support the hotel in timely Guest Assistance response.

Accurately schedules/monitors expenses to meet/exceed budgeted profit margins.

Anticipates revenue/cost problems and manages timing of discretionary costs to stabilize cash flow.

Analyzes operational forecasts/needs on ongoing basis to adjust labor requirements and operating costs.

Ensures hotel staff is trained in financial control procedures for cash, vouchers, inventories, and…