Job Summary Responsible for the overall planning, organizing, and coordinating of the Rooms Division consisting of Front Office, Concierge, Guest Recognition, PBX, Housekeeping, Valet, laundry, and Valet parking, and to provide leadership and direction whilst maximizing revenue opportunities and maintaining guest satisfaction levels to the standard of the hotel and of the company at all times. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.
Exempt managers must customarily and regularly direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time, and job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.
Qualifications High school diploma or equivalent is required. Prefer at least 5 years of experience in a similar position in a luxury upscale hotel environment. Position requires exemplary leadership skills and a proven ability to achieve the highest level of service and quality throughout the Rooms Division. Must be proficient in Windows Operating Systems, company-approved spreadsheets, and word processing. Must have a valid driver's license from the applicable state. Demonstrates an understanding and knowledge of hospitality terms. 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 co-workers and guests. Must be able to work with and understand financial information and data and basic arithmetic functions. Responsibilities Approaches all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner. Maintains regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling, which will vary according to the needs of the hotel. Maintains high standards of personal appearance and grooming, which include compliance with Aimbridge Hospitality dress code and wearing a name tag when working (per brand standards). Complies at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations. Maintains a warm and friendly demeanor at all times. Responsible for the proper, efficient, and profitable functioning of the Front Office. Maximizes room revenue and occupancy by effectively controlling rates and availability. Clarifies duties and responsibilities of Front Office personnel and ensures that workflows are in a logical and good order. Ensures proper staffing at all times. Ensures that Legendary Quality Standards, policies, and rules are properly understood and followed through. Prepares annual departmental operating budgets as well as capital expenditure and manpower budgets. Controls and analyzes departmental costs to ensure performance is within budget. Performs all aspects of personnel and training functions including hiring, performance appraisals, counseling, coaching, training, disciplinary action, etc. Ensures and maintains a very high standard of personal hygiene, behavior, and grooming standards of staff. Attends daily morning briefings and any other management meetings as scheduled. Analyzes rate discrepancy reports to ensure room revenue control. Handles all guest complaints and comments relating to the department tactfully. Participates in required M.O.D. program as scheduled. Develops a manager as assigned by the Corporate Office including sign-off on all competencies and assist in his/her placement. Ensures all end-of-the-month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc. Maintains a professional working relationship and promotes open lines of communication with managers, employees, and other departments. Works closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc. Operates all aspects of the Front Office computer system including software maintenance, report generation and analysis, and simple programming. Monitors proper operation of the P.B.X. console and ensures that employees maintain Aimbridge Hospitality S.O.P.'s in its use. Monitors the process of taking reservations ensuring that Aimbridge Hospitality courtesy and upselling techniques are maintained. Greets and welcomes all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s. Ensures implementation of all Aimbridge Hospitality policies and house rules. Coordinates all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service. Ensures correct and accurate cash handling at the Front Desk. Attends monthly all-employee team meetings and any other functions required by management. Attends weekly staff meetings and provides training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards. Obtains all necessary information when taking room reservations. Follows and enforces all Aimbridge Hospitality hotel credit policies. Ensures employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and other employees. Focuses the Guest Services Department on their role in contributing to the guest service scores. Monitors all V.I.P.'s, special guests, and requests. Maintains required pars of all front office and stationary supplies. Reviews daily Front Office work and activity reports generated by Night Audit. Reviews Front Office log book and Guest Request log on a daily basis. Familiar with all corporate-sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs and the standards and procedures for each. Conducts meetings according to Aimbridge Hospitality standards as required by management. Other duties as required.
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