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Tru by Hilton, McKinney Front Desk Supervisor
Tru by Hilton, McKinney Front Desk SupervisorTru by Hilton McKinney • McKinney, TX, US
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Tru by Hilton, McKinney Front Desk Supervisor

Tru by Hilton, McKinney Front Desk Supervisor

Tru by Hilton McKinney • McKinney, TX, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Qualifications

  • High School diploma or higher-level education
  • 3 years of hotel front office experience with a minimum of 1 year at the supervisory level
  • Salaried Employees : Must be willing to work 50+ hours per week; at a minimum of 5 days per week
  • Willing to work the evening shift
  • Process reservations received from sales office and other hotel departments
  • Have complete knowledge of room types and offered rate plans
  • Process cancellations and modifications to reservations
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates
  • Effective communication skills
  • Open with praise, discrete with criticism
  • Self-motivated
  • Effective leadership skills
  • Pleasant personality
  • Well-groomed and professional appearance
  • Effective customer service skills
  • Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI)

Benefits

  • Open and close out discount rates on reservation systems when applicable
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows

    • Responsibilities

  • Directly supervise all front office personnel and ensure proper completion of all front office duties
  • Direct and coordinate the activities of the front desk, reservations, and guest services
  • Ensure the proper appearance of the lobby and all public areas, including the breakfast area
  • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager
  • Financial : Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools
  • Constantly seek new ways to increase room revenue and occupancy
  • Rates : Aggressively and effectively manage and continuously update rates on the web and all other distribution channels
  • Sales & Marketing : Work closely with the sales team and capitalize on all revenue opportunities
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies
  • Guest Service : Ensure that the hotel meets / exceeds Fine Hospitality and Brand standards for guest satisfaction
  • Leading : Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition
  • Work Ethic : Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures
  • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations
  • Responsible for the Night Audit
  • Be proficient on the use of the Property Management System, and train front desk personnel on the system
  • Have a good understanding of all of hotel operating procedures
  • Enforce all existing and new policies and procedures with the front office and breakfast area staff
  • Maintain proper staffing in all front office areas and the breakfast area
  • Prepare and post the front office and breakfast area staff work schedules in a timely fashion
  • Conduct regular performance reviews of front office and breakfast area staff
  • Constantly monitor front office communications logs
  • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy
  • Conduct weekly departmental meetings, and individual meetings as needed
  • Supervise delegated responsibilities and follows up
  • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par
  • Inform the General Manager of any unique situations, or unusual developments in front office operations
  • Handle guest complaints effectively
  • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services
  • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift
  • Required to cover all 3 shifts when there is a consecutive call off
  • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures
  • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area
  • Process reservations by mail, telephone, fax, and central reservation systems referrals

    • Job description

    Reports To : General Manager

    Requirements :

  • High School diploma or higher-level education.
  • 3 years of hotel front office experience,
  • Proficient in PEP
  • At a minimum of 5 days per week.
  • Willing to work weekend and / or evening shift (flexible schedule).

    • General Responsibilities :

  • Directly supervise all front office personnel and ensure proper completion of all front office duties.
  • Direct and coordinate the activities of the front desk, reservations, and guest services.
  • Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
  • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

    • Primary Functions : Revenue

  • Financial : Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
  • Rates : Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
  • Sales & Marketing : Work closely with the sales team and capitalize on all revenue opportunities.

    • Profit

  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

    • Quality

  • Guest Service : Ensure that the hotel meets / exceeds Fine Hospitality and Brand standards for guest satisfaction.

    • Leadership

  • Leading : Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic : Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures.

    • Specific Responsibilities :

  • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
  • Responsible for the Night Audit.
  • Be proficient on the use of the Property Management System, and train front desk personnel on the system.
  • Have a good understanding of all of hotel operating procedures.
  • Enforce all existing and new policies and procedures with the front office and breakfast area staff.
  • Maintain proper staffing in all front office areas and the breakfast area.
  • Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
  • Conduct regular performance reviews of front office and breakfast area staff.
  • Constantly monitor front office communications logs.
  • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
  • Conduct weekly departmental meetings, and individual meetings as needed.
  • Supervise delegated responsibilities and follows up.
  • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
  • Inform the General Manager of any unique situations, or unusual developments in front office operations.
  • Handle guest complaints effectively.
  • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services.
  • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off.
  • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures.
  • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area.
  • Process reservations by mail, telephone, fax, and central reservation systems referrals.
  • Process reservations received from sales office and other hotel departments.
  • Have complete knowledge of room types and offered rate plans.
  • Open and close out discount rates on reservation systems when applicable.
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
  • Process cancellations and modifications to reservations.
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
  • Optimum Attributes :
  • Effective communication skills
  • Open with praise, discrete with criticism
  • Self-motivated
  • Effective leadership skills
  • Pleasant personality
  • Well-groomed and professional appearance
  • Effective customer service skills
  • Performance Standards :

    • Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).

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