Front Office Manager - Franchise

Hilton · Owatonna

Apply on the company website

Responsibilities

Manage all Front Office operations to include, but not limited to:
- Guest services and registration (check-in/check-out)
- Room inventory and availability
- Guest service standards and initiatives
- Water park operations – scheduling and working with Maintenance
- Cost controls and overall profitability
Basic knowledge and understanding of PMS and credit card processing devices
Budgeting and forecasting
Policy and procedure implementation and enforcement
Team member training
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
Monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements accordingly.
Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly, and efficient manner and resolves guest concerns.
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Complete audit procedures, as needed.
Make reservations and have knowledge of all the outlets.
Coordinate room status updates with the housekeeping department.
Able to work any shift, including weekends and holidays.
Recruit, interview, and train team members
PMS system and cash handling
Ensure timely and accurate customer service.
Handle complaints and specific customers' requests
Ensure the company’s policies and security requirements are met.
Respond to emergencies on property and communicate with other managers and/or authorities, as necessary.
Serves as property point person for any IT or Telcom related issues and coordinates resolution with any pertinent 3rd party vendors or systems support. Conducts initial trouble shooting such as network connectivity tests.

Requirements

Minimum four years hotel front office experience required. Three years in hotel management preferred.
PMS system and cash handling
Hands on experience with office machines
Thorough knowledge of customer service, office management and basic bookkeeping procedures
Proficiency in English (oral and written)
Solid knowledge of MS Office, particularly Excel and Word
Excellent communication and people skills
Good organizational and multitasking abilities
Problem-solving skills
High School diploma: additional certification is a plus.

Physical Requirements

Able to stand for long periods of time.
Moderate Lifting
Hand and finger dexterity

This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible for compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee. The Front Office Manager will oversee the general administrative functions and activities of the Front Office. • Oversees the daily work activities of the office including calls, night audit, water park and frontdesk. • May handle or assist with discipline and termination of employees in accordance with company policy.

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