Front Desk Manager

Job Description-Home 2 Suites by Hilton Queensbury-Lake George

Home2 Suites by Hilton

524 Aviation Road

Queensbury, NY 12804

518-741-7600

REPORTS TO: General Manager 

SUPERVISES DIRECTLY: All front office personnel including front desk and breakfast staff. 

Benefits/Perks of Working With Us:

Upon joining Matrix Hospitality who owns and manages the 108 room Home2 Suites by Hilton, associates are offered competitive compensation, career growth opportunities, flexible access to wages, tips, summer bonus, holiday, sick and vacation pay.  $40.00 Hilton hotel rooms around the world.

Purpose for the Position: The Front Office Manager will assume full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations and telephone service operations, while maintaining established revenue, expense and quality standards. To work with the General Manager to ensure an efficient operation that provides levels of service that consistently exceeds visitor, guest and ownership expectations.

The Front Office Manager Essential Responsibilities:

• To ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
• To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
• To be readily available at all times to deal with problems or complaints.
• To ensure that rooms have been serviced and maintained to the standards established by the Company.
• To ensure maximum room occupancy within agreed overbooking policy.
• To ensure effective liaison between reservations and front office staff with other departments (e.g. housekeeping).
• To ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times.
• To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
• To ensure that accounts are balanced daily.
• To ensure effective and speedy check-out procedures.
• To ensure that luggage is delivered to and collected from rooms speedily.
• To ensure that inquiries, messages, theatre bookings are dealt with courteously and efficiently.
• To ensure that all Front of House staff are correctly dressed at all times.
• To ensure that all Front of House areas are clean and orderly at all times.
• To ensure that newspapers and parcels are delivered to rooms without delay.
• To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
• To carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are acted on without delay.
• To ensure that the Hotel Entrance is clean.
• To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected.
• To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
• To hold regular meetings with all Heads of Department. To ensure that manning levels are correct and these are not exceeded without permission.
• To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion.
• To ensure maximum security in all areas under your control.
• To act as Duty Manager when required.
• To attend Management Meetings as required.
• To ensure accurate and timeliness submission of all reports and administrative work.
• To prepare and submit on the required format annual budgetary information and updates as required.
• To monitor trends within the industry and make suggestions how these could be implemented.

Job Requirements

• At least 1 year of experience in a hotel or a related field and at least 1 year of related experience.

• Supervisor experience recommended.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Able to work long hours as sometimes required.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Home2 Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Hilton and Matrix Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.