Front Office Manager
The Westin Hilton Head Island Resort & Spa
Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Act as Manager on Duty on occasion and respond to emergency codes. ESSENTIAL FUNCTIONS AVERAGE % OF TIME 20% Ensure all guests are being treated in an efficient and courteous manner and that all Starwood standards are being applied. 20% Responsible for the hiring, training, and direction of new department employees. 10% Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied. 10% Work in conjunction with accounting to maintain and minimize levels of account receivables. 10% Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. 10% Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. 10% Supervise the activities and the service levels of the concierge, telecommunications, and front desk divisions. 5% Ensure the timely completion of performance appraisals. 5% Responsible for the Starwood Preferred Guest membership program and ensure that all guests who are members are appropriately recognized, meeting all Starwood standards. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: • Responsible for budgeting, forecasting, financial planning and management of the Front Office. Activities center on identification of strengths and weaknesses and the development of plans and strategies to ensure business development. • Responsible for sales to guests through the Front Desk and any actions taken by the incumbent that can impact on volume of business. Responsible for direct link between effort expended and decisions made and revenue generated by Front Office (performance indicators are sales, units, growth, turnover, etc.) • Have control over the elements that determine profit and loss. Responsible for all major operating expenses and has the capacity to set margins and manage the business against profit projections. Make decisions that relate to profit and loss. Responsible for the financial management of the operation. • Give direction and be responsible for the implementation of plans. Monitor plans’ effectiveness and introduce changes in response to the marketplace, including setting targets, planning and scheduling work and performance indicators that are typically productivity and efficiency measures. • Responsible for promoting the product and services to the targeted customer/guest group. Develop promotional programs, point of sales materials, merchandising activities. • Responsible for enhancing the product and service that is presented to the guest. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated. Recommend changes to the product and services. Use market research to develop new products and services. • Responsible for maintaining quality of product and ensuring consistency in its delivery and standards. • Report on a regular basis to the Executive Committee on the performance of the Rooms Division Manager and the department against budgets, sales and profit projections, and of operations and human resources performance. Analyze variances and monitor the impact of initiatives and corrective actions. • Provide support of a specialist nature to the Executive Committee but particularly to the Rooms Division Manager and the Department Managers. Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level. • Responsible for the selection, training and development of the personnel within the IBU. Able to exercise hire and fire discretion within Starwood policies. • Operate the department within Starwood policies as they relate to the ethical codes, standards of good business practice and local laws and regulations. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: • Must be able to speak, read, write and understand the primary language(s) used in the workplace. • Must be able to read and write to facilitate the communication process. • Requires good communication skills, both verbal and written. • Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. • Must possess basic computational ability. • Must possess basic computer skills. • Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required. • Extensive knowledge of the hotel, its services, and facilities. • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA. Physical Demands • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. • Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task. • Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task. • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. • Must be able to lift up to 15 lbs. occasionally. • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. • Vision occurs continuously with the most common visual functions being those of near vision and depth perception. • Requires manual dexterity to use and operate all necessary equipment. • Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
High school or equivalent education required. Bachelor’s Degree preferred.
Two to four years experience in Front Office/Housekeeping/Guest Services, including at least two years supervisory experience, required.
Licenses or Certificates
All employees must maintain a neat, clean and well-groomed appearance per Starwood standards.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
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