Front Office Manager - Franchised

Additional Information: This hotel is owned and operated by an independent franchisee, Kinseth Hospitality Companies. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

 

JOB SUMMARY

 

Coordinates front desk activities of the hotel and ensures complete satisfaction of all guests, resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate employees.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Hires, trains, schedules, assigns duties and shifts to workers, and observes performances to ensure adherence to KHC policies and established KHC & franchise operating procedures.
• Communicates and cooperates with other department heads to ensure coordination of activities, resolution of guest complaints and improve customer satisfaction.
• Answers inquiries pertaining to property policies, services, guest complaints, compliments and concerns.
• Develops and maintains guest information files regarding the property, community and surrounding attractions.
• Manages the reservation system including inventory, rates, data base, system security, reservations, advance payments, group reservations, VIP special services, pre-blocking rooms, close out dates, communication of fill dates and system backup.
• Knows, adheres to and trains staff on cash and credit card handling procedures. Files and posts all changes to the guest ledger and city ledger account.
• Sends out letters of confirmation or returns checks when registration cannot be accepted.
• Greets all guests in a warm, friendly, helpful manner, registers and assigns rooms to guests and ensures proper payment methods and application of credit policies.
• Ensures guest safety by following and enforcing established emergency and security procedures, maintaining key security and guest privacy.
• Monitors night audits for accuracy and folios, makes assessments on open balances without approved credit, and takes appropriate action. Plans and forecasts weekly room sales and prepares month-end reports on city ledger and guest trays.
• Required to monitor and maintain front desk coverage at 100% and cover shifts if needed, including audit.

 

KHC POLICIES: Responsible for following all KHC policies and procedures as outlined in the KHC handbook, KHC Front Desk Procedures Manual, and property-specific guidelines/standards. These policies include dress code, safety, and performance standards. Employees must also maintain a professional image and report to work as scheduled.

 

SUPERVISORY RESPONSIBILITIES: Directly supervises 1-15 employees in the Front Desk. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; monitoring work performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

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.

 

EDUCATION and/or EXPERIENCE: Associate's degree (AA) or equivalent from a two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

 

LANGUAGE SKILLS: Ability to read, analyze and interpret general accounting reports, policies & procedures, and instructions. Ability to read and implement safety policies & procedures. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to complaints or inquiries from groups of managers, customers, employees and general public. Ability to communicate clearly in person, by telephone and in writing.

 

MATHEMATICAL SKILLS: Ability to understand, interpret and manipulate accounting concepts such as general ledger, accounts payable, payroll, accounts receivable, purchasing, night audit, cash handling and budget development / management.