Hotel Front Office Manager - Chandler, United States - Hilton Garden Inn Chandler Downtown

Description

HCW Hospitality is an award-winning and rapidly growing hotel ownership and management company. Founded in 1992, our diverse portfolio of Marriott, Hilton & Hyatt hotels spread across four states and includes about 8,000 hotel rooms, and more are on the way We are actively seeking talented and driven individuals to become a part of our team. We take great pride in providing exceptional care to both our associates and guests. We firmly believe that our associates are the foundation of our organization and therefore deserve the utmost support and recognition. To achieve this, we have created a warm and encouraging work environment that fosters both personal and professional growth for our staff.

The Hilton Garden Inn Chandler Downtown is currently recruiting for a relationship-driven
Front Office Manager who prides themselves on exceptional guest service and employee relations skills to continue to lead our very busy hotel to even higher heights and continued successes.

Who You Are:

• At least 5 years of progressive experience in a hotel or a related field; or a 2year college degree and 3 or more years of related experience; or a 4year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must have a valid driver's license from the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Job Duties & Responsibilities:

• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to HCW Hospitality S.O.P.'s.
• Ensure compliance to brand and company training, using the steps to effective training according to HCW Hospitality standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to HCW Hospitality S.O.P.'s.
• Conduct all 90 day and annual Guest Service employee performance appraisals according to S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
• Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Supervise the Night Auditors function and monitor the daily reports for accuracy.
• Participate in required M.O.D. program as scheduled.
• Be responsible for developing a manager as assigned by the Corporate Office, including signoff on all competencies and assist in his/her placement.
• Ensure all end of the month reports and processes are completed on time.
• Review all team members worked hours for payroll compilation and submit to HR ontime.
• Prepare biweekly employee schedule according to business forecast, payroll budget guidelines and productivity requirements. Present to General Manager for approval prior to distribution.
• Ensure that noshow and cancellation revenue is maximized through consistent and accurate billing.
• Maintain HCW Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Maintain a professional working relationship and promote open lines of communication with HCW leadership team, onproperty managers, associates, vendors & community.
• Work closely with accounting on followup items.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the process of taking reservations ensuring that HCW Hospitality courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with HCW Hospitality S.O.P.'s.
• Ensure implementation of all HCW Hospitality policies and house rules.
• Understand hospitality terms.
• Coordinate all aspects of the ongoing implementation of the