POSITION PURPOSE To supervise the Hotel Operations by developing and implementing strategies and services which not only meet, but rather exceed the needs of guests, staff members and owners. This includes the role of resident expert on all required brand standards related to check-in and checkout procedures, front desk operations (both check-in/check-out and entertainment), sales and the general operations of hotel facilities. Daily supervision and direction of Front Desk Agents. This includes daily support of hotel operational areas as well, including Housekeeping (cleaning rooms, delivering supplies and linen), Maintenance, and Sales.
ESSENTIAL RESPONSIBILITIES - Ensure efficient guest registration, check out and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
- Maximizes hotel revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures.
- Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Brand guest service scores, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction.
- Direct and train staff. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
- Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
- Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
- Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
- Oversee sales and operations of Guest Services areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
- Support Housekeeping functions by assisting in sanitizing, cleaning, laundry process, and any other housekeeping functions or needs as required.
- Support Food & Beverage functions by placing orders, stocking, inventories, and management of operations and staff.
- Acquire TABC license to sell alcoholic beverages.
- Support Marketplace functionality by placing orders, stocking, inventories, and management of operations and staff.
- Stay abreast and informed with Local, State, Federal, & brand safety guidelines.
- Be familiar with all company policies and benefits.
- All other duties assigned by manager or supervisor.
SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
- Assist with any guest inquiry.
- Follow all company and safety and security policies and procedures.
- Report maintenance problems, safety hazards, accidents, or injuries.
- Perform other reasonable job duties as requested by direct and indirect supervisors.
PHYSICAL DEMANDS - Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
- Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
- Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
- Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
- Must be able to lift up to 45 lbs. as needed.
- Must be able to push and pull carts and equipment weighing up to 250 lbs.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
- Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
- Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
- Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
- Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
- Must be able to speak, read, write, and understand the primary language used in the workplace.
- Requires good communication skills, verbal, written and electronic.
- Considerable knowledge of complex mathematical calculations and computer programs.
- Must have excellent leadership capability and customer relations skills.
- Must be detail oriented with outstanding organizational and communication skills.
- Must possess basic computer skills.
- Must possess basic computational ability.
- Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
- Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.
- Self-driven and able to work independently.
- Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.
- Thorough knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
EDUCATION High school or equivalent education required.
Bachelors degree and/or equivalent level of education preferred.
EXPERIENCE - Prior Front Desk experience required.
- One to three years experience in a supervisory role preferred.
- Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.
LICENSES OR CERTIFICATIONS Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.
GROOMING All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.
ATTENDANCE Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.
