Front Office Manager CtC

Description

Come be a part of an AWARD WINNING TEAM.

Cotton Court is located in downtown Lubbock and is a pillar of the community.  Our hotel is unique to the city and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Group, a collection of hotel’s are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.

Physical Requirements:

1. Standing/Walking:  Constantly:  At front desk on tile or carpet.
2. Crouching (bend at knees):  Frequently.  When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
3. Stooping (bend at waist):  Constantly.  Getting keys, supplies, and doing paperwork on the front desk.
4. Twisting (knees/waist/neck):  Constantly.  When working with several people at once; watching for guests; retrieving material.
5. Reaching (overhead/extension):  Constantly.  Passing materials to guests over the front desk counter.
6. Handling/Grasping:  Constantly.  Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
7. Pushing/Pulling:  Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs.
8. Lifting/Carrying:  Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs.

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             Working Environment:

Interior and exterior of Hotel with exposure to weather conditions

DUTIES & FUNCTIONS:

             Essential:

1. Relentlessly train and motivate customer service employees
2. Maintain integrity of cost controls and proper maintenance of assets
3. Responsible for assisting in supervision and performance of all Front Office related operations and personnel
4. Work with General Manager to monitor Front Office quality and costs
5. Maintains budgets and checkbooks
6. Assists General Manager on quarter reports, end of month reports, and financial reports
7. Maintains guest relations with online surveys, responding promptly to guests
8. Handle projects given in a timely and satisfactory manner
9. Conducts daily, weekly, and monthly trainings and audits
10. Handle guest issues immediately following Hotel protocals
11. Maintains vendor relations
12. Handle HR duties for hiring, disciplinary actions, training, and payroll
13. Organize hotel for future operations to be proficient and smooth with scheduling and planning
14. Conduct monthly meetings
15. Walks property to ensure condition is ready for guests
16. Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses
17. Monitor PBX, Reservations, Front Desk and Guest Services operations to ensure highest quality of guest relations
18. Check guests in and out in a friendly manner
19. Become proficient in Hotel Operating System, Key system, and phone system
20. Complete knowledge of front desk procedures, hotel services, outlets, area information, directions, recommendations, PMS system and procedures, hotel procedures and rules
21. Maintains a friendly, cheerful and courteous demeanor at all times.                        
22. Provide friendly assistance in answering questions and offering information to guests
23. Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
24. Maintains good customer relations by keeping aware of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
25. Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging employees to provide guests with timely and efficient service
26. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
27. Update information in the computer system as needed
28. Follow checklist for required duties and timeliness.  Complete all opening and closing duties.
29. Act as Manager on Duty when necessary
30. Communicate with all other departments to fulfill guests’ needs
31. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary

Basics:

1. Attend required meetings
2. Keep work areas clean and organized
3. Be extremely courteous to all customers and fellow employees
4. Report unsafe conditions to your supervisor immediately
5. Assure all safety and security policies and procedures are adhered to
6. Maintain hotel equipment in proper working conditions

Any other duties assigned by your immediate supervisor

Qualifications