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Posted: Tuesday, March 7, 2017 6:28 PM

Job Description:/h3:
The Holiday Inn Express in Downtown Cleveland is seeking a progressive front office professional to lead the Front Desk staff
Scope of Job
The Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand Standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.

Job Duties
Guest Service
Maintains guest service as the driving philosophy of the hotel.
Personally demonstrates a commitment to guest services in responding promptly to guest needs.
Is committed to making every guest satisfied.
Ensures all hotel staff, including new hires, knows all components of guest services and are trained to meet standards.
Develops added value customer service programs.
Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
Meets or exceeds hotel guest satisfaction measures.
Ensures hotel standards and services, contribute to the delivery of consistent guest service
Is knowledgeable of Heartbeat/Web Guru and understands how to correct guest service issues in a timely manner.
Responds to guests billing issues immediately if a problem occurs.
Front Desk Management
Manages all front desk operations.
Ensures front desk staff is trained in all front desk operations, including check:in/check:out procedures, telephone procedures, hotel amenities and computer systems.
Leads by example working no less than 65 of time worked at the desk to supervise front desk, greet and converse with guests and to cut payroll hours during slow times.
Review room availability status, room blocks and special requests on a daily basis through working closely with Housekeeping and Sales on all groups.
Loads all groups into Opera and insures that all billing, room requests, rooming lists are handled correctly.
Monitor open and close status daily to maximize room revenue and demonstrate the concept of yield management.
Confirms that Opera is balanced daily within the Holidex system and Opera room types.
Handles all call offs for Front Office.
Able to work all shifts to help out if a call off is issued.
Work with Housekeeping and Engineering daily in regards to guest room status.
Handle guest complaints and review compliments and share with staff.
Review Front Desk Logbook daily to monitor all activities.
Review all VIP and Priority Club room blocking.
Make sure that Priority Club amenities are being made and received by PC guests.
Meet quota of minimum Priority Club sign ups.
Make sure all Front Desk team members complete training on Priority Club as needed.
Supervise and train all Front Desk staff to ensure that the best guest experience is provided.
Familiarize with Front Office policies and procedures and special rate and programs.
Prepare and run meetings to meet performance goals, tracking and guest satisfaction.
Ensures front desk staff follows financial control
Employee Administration
Produces a weekly schedule by Thursdays Noon, keeping in mind occupancy and budget restraints.
Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and incentive programs to maintain a qualified front desk work force.
Maintains a positive, cooperative work environment between staff and management.
Ensures Front Desk team members understand hotel objectives.
Administers personnel policies fairly and consistently.
Resolves employee grievances in a fair and timely manner.
Monitors and maintains acceptable turnover levels.
Safety and Security
Knows local health and safety codes and regulations that apply to the hotel.
Recognizes and corrects potential sa


• Location: Cleveland

• Post ID: 35125496 cleveland is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017