Job Description
Duties & Key Success Factors
· Manage reception desk, bell/valet, switchboard, and night auditors
· Provide friendly and technically skilled guest service to all hotel and townhouse guests
· Ensure friendly, accurate and timely check-in/out of all resort guests
· Coordinate and implement inspection of guest rooms with Housekeeping Manager
· Highly proficient with Oracle Opera, HotSOS, and Microsoft Office programs
· Coordinate guest concerns with Reservations, Housekeeping, and Owner Services Managers
Other Duties and Responsibilities include the following, and other duties as may be assigned.
· Plans, assigns, and reviews the work of Reception, bell/valet staff, night auditors and switchboard employees. Revises procedures and reassigns duties as needed to provide the best service possible to our guests.
· Manages Reception, bell/valet staff, night auditors and switchboard employees.
· Supervises the training, orientation, and continuing development of subordinate employees. Trains staff to a level to enable them to make immediate customer-driven decisions.
· Ensures all Reception, bell/valet staff, night auditors and switchboard employees are informed of and abide by the operating standards and personnel procedures.
· Conducts performance reviews for all reporting employees.
· Interview and hire applicants for vacant positions.
· Schedules employees to reflect business levels and ensure a high level of guest service, while staying within budget guidelines.
· Reviews, edits, approves and submits payroll information on a timely basis. Approves overtime if necessary. Approves PTO requests.
· Counsels employees on work-related problems or questions.
· Uses knowledge of Oracle Opera (property management system) guest service functions and working knowledge of family history to assist guests, visitors and callers with their requests and questions.
· Maintains awareness at all times of the effect of actions upon the guest’s experience. Acts as role model for staff with regard to the guest coming first.
· Reports work orders in HotSOS (work orders) and ensures that reception employees follow HotSOS reporting procedures
· Resolves and reports guest issues / service lapses when brought to their attention
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Bachelor’s degree (B. A.) or equivalent from four-year college or technical school; or 2 to 3 years related hotel experience and/or training; or equivalent combination of education and experience.Must have experience that provides evidence that the candidate has (1) a good understanding of the role of the Manager in the hospitality business; (2) the ability to analyze problems and recommend solutions; (3) the ability to communicate effectively with others, both orally and in writing; and (4) the ability to exercise mature judgment. Experience should also include progressively responsible experience in a resort operation. Required experience includes responsibility for hiring, training, supervising and evaluating staff.