MISSION: Assists the Rooms Division Manager Front Office in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Guest Services, Concierge and Guest Relations, Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
As the Front Desk Rooms Management Inventory Allocator, you will be responsible for the efficient allocation of rooms and inventory at our hotel. Your primary responsibilities will include creating and executing a comprehensive room allocation plan, verifying room rates on a daily basis, and ensuring a well-balanced inventory.
In the absence of the Rooms Division Manager Front Office is able to replace core and vital tasks of these functions to guarantee proper functioning of the department.
MAIN RESPONSIBILITIES: Maintaining Guest Services and Front Desk Goals Manages day-to-day operations, ensuring quality standards and meeting customer expectations;Develops specific goals and plans to prioritize, organize, and accomplish work;Handles complaints, settling disputes, resolving grievances, and supervising staffing levels to ensure guest service and operational needs are met;Ensures regular communication with employees to create awareness of business objectives and expectations, recognizes performance, and produces desired results;Understands the impact of department operations on overall property financial goals and manages to achieve or exceed goals.Front Desk Rooms Management Inventory Allocator Develop and execute a comprehensive room allocation plan, including "Definitely occupied rooms," "Stand by floors/rooms," and "Definitely vacant rooms."Modify the room allocation plan as needed to accommodate different seasons, weather conditions, and occupancy levels.Concentrate selling rooms in the same block or wing to optimize operational efficiency.Ensure a well-balanced inventory that includes all room categories available for sale.Verify room rates daily to ensure they are up to date and in line with current market conditions.Supporting Management of Front Office Team Utilizes interpersonal and communication skills to lead, influence, and encourage others;Encourages mutual trust, respect, and cooperation among team members;Serves as a role model to demonstrate appropriate behaviors;Supervises and manages employees and understands employee positions well enough to perform duties in their absence;Establishes and maintains open, collaborative relationships with employees.Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention;Improves service by assisting individuals to understand guest needs;Responds to and handles guest problems and complaints;Empowers employees to provide excellent customer service;Observes service behaviors of employees and provides feedback.Managing Projects and Policies Implements the customer recognition/service program;Trains staff and monitors adherence to all credit policies and procedures;Supervises same day selling procedures to maximize room revenue;Responsible for Daily 10 Minute Trainings briefing for the team.Working with Others Supports all co-workers and treats them with dignity and respect;Develops and maintains positive working relationships with other employees and departments;Handles sensitive issues with employees and/or guests with tact and respect;Quality Assurance/Quality Improvement. Complies with quality assurance expectations and standards.Maintenance/Security Notifies Security of any guest reports of theft.
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