Director of Front Office - Hilton Tucson El Conquistador

Scope:

Oversees, manages and coordinates the activities of team members in guest registration, bell services, concierge, telephone services and night audit to ensure guest satisfaction and maximizing hotel profitability.

Primary Responsibilities:

Ø Schedules front desk agents, concierge and bell staff and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.

Ø Oversees and participates in guest registration.

Ø Motivates staff and establishes a productive working environment for hotel.

Ø Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.

Ø Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.

Ø Analyzes and generates reports and communicates information to employees and appropriate departments.

Ø Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.

Ø Knowledgeable of hotel property, amenities, area attractions and transportation.

Ø Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.

Ø Maintains procedures for security of monies, guest security and emergency procedures.

Ø Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.

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 Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

Ø Conducts training classes regarding safety, security, department procedures and service guidelines.

Ø Fulfills Manager on Duty shifts.

Ø Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

Qualifications:

Education/Experience: High School diploma or equivalent and two years’ experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills:

Leadership skills.

Interpersonal skills.

Communication skills.

Planning and Organizational skills.

Customer service orientation.

Computer skills.

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced environment.

May be required to be on call when away from work.

Organizational Structure:

· Reports to: Hotel Manager or Director of Operations

· Subordinates: Front Office Manager, Assistant Front Office Managers, Front Office Supervisor, Front Desk Agents, , Night Audit, Telephone operators, Bell Captain, Bell Staff, Van Drivers, Concierge

· Job title also known as: Guest Services Manager, Front Office Manager