Job description

BASIC PURPOSE: To manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

ORGANIZATIONAL SCOPE: Position is responsible for the short-term planning and day-today operations of the Front Office Department. The major areas of responsibility/management include: Front Desk, PBX, Bell Stand, Concierge, Valet and Transportation. Recommends, implements and monitors the Department’s budget and manages expenses within approved budget constraints.

ESSENTIAL FUNCTIONS:

• Implement company programs (TTH/Franchiser) and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to insure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. (35%)
• Prepare forecasts and reports and assist in the development. Implement and monitor the budget to maximize revenue and minimize expenses while insuring adequate supplies and staff are on hand to provide top quality customer service. (20%)
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to insure high levels of customer satisfaction and quality. (15%)
• Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate as appropriate. (10%)
• Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (5%)

NON-ESSENTIAL FUNCTIONS:

• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
• Maintain good working relationships and open lines of communication with all other departments.
• Perform the Manager on Duty functions as assigned.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Westlake, OH 44145: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 5 years (Preferred)

Work Location: In person

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