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Front Office Manager & Guest Service Ambassdor (Silverspring, Md)

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Front Desk
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Front Office Manager for Hotel ( must have atleast 1 year hotel experience as Front Office Manager) Email your resume and references No Phone calls; We will review and give you a call.Please email all resumes to The Front Office Manager is responsible for the success of the front desk for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Innovative Hospitality Management standards to achieve a friendly atmosphere of superior guest service and product quality. Front Office Manager You must Smile and Greet all guest in the lobby, at the front desk or over the phone. Keep white up-dated at the beginning and end of your shift. Personally demonstrates a commitment to guest service in responding promptly to guests' needs. Make sure that all guest sign up for Brand reward program. Help set up breakfast if needed Help maintain sales expectations and budgets by calling and getting new business. Ensure that Parking matters are resolved and running well at all times.Must be able to stand on your feet long periods of time. Is committed to making every guest satisfied. We are ranked in top five and want to be #1 Ensures all hotel staff, including new-hires are trained to meet service standards. Develops added-value customer service programs. Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Ensures hotel standards and services contribute to the delivery of consistent guest service. Must Dress in Business attire --Either Black or Blue suit and dress shoes at all times. No Flip Flop. You must cover all front desk shifts if there is call outs and if the staff have questions be available to answer them. Do role playing of Test Call script and make sure everyone is complaint at all times Must help keep Guest Comment Scores at or above 8.5 Front Desk must be neat and clean at all times Set-up and print out Frequent Directions and Up-date all checklist as needed to reflect to changes and duties. Front Desk Management Acts as manager on duty for hotel and manages 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. Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables. Produces accurate financial reports on time. Must have two people on the front desk when we are 60 % or more Must Schedule and have Monthly meeting( Keep GM aware of meeting) Registration cards must be ready before check-in time, which is at 3pm. Human Resources Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified front desk workforce. Maintains a positive, cooperative work environment between staff and management. Emphasizes employee selection, training and development as way of doing business. Ensures all hotel employees know hotel objectives. Ensures personnel files are accurate and comply with both local and federal laws and regulations. Administers personnel policies fairly and consistently. Resolves employee grievances in a fair and timely manner. Ensures employees understand policies, pay procedures, bonus plans and benefits. Helps develop management talent by acting as a mentor for direct reports. Ensures completion of training objectives and development plans. 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 safety hazards in the hotel such as broken doors or railings, fire hazards, etc. Recognizes and corrects potential security problems in the hotel such as locking doors after hours, etc. Understands and follows policies and procedures for the hotel's key control system ad ensures others follow them. Uses ongoing safety training to minimize worker's compensation claims. Additional responsibilities may be added per your immediate supervisor at any time. --------------------------------------------------- Guest Service Ambassador Please email all resumes to Be flexible to work both shifts (7am-3pm and 3pm-11pm) ( have atleast 1 year hotel or related hotel experience)Email your resume and references A guest service ambassador is responsible for attending to the needs of guest, especially during check-in and check-out. Providing information to guests about hotel policies, services and amenities. You must greet all guests in the lobby, at the front desk and over the phone with a smile. Make sure that all guest sign up for Brand rewards program. Help set up breakfast, if needed Keep white board up-dated at the beginning and end of your shift. Ensure that all parking charges are posted You must follow reservation script at all times Responding to requests from guests for assistance and information about the local area (e.g. directions, places to eat). Selling rooms to "walk-in" customers and over the phone Entering/changing reservation information on the computer system. Posting charges to guest accounts. Processing payments from guests. Making necessary corrections to guest accounts. Informing housekeeping department about room status/availability. Listening and responding to guests' requests or complaints. Operating hotel switchboard or PBX. Cleaning the front desk area. Maintaining daily logs. Must Be on-time for work and stand for long periods of time Must smile and be polite to all guest You must complete all task or duties on the shift checklist that you are working. Must have Business attire at all times, which includes Black or Blue suit and dress shoes. No Flip Flop. You must attend all Front Office Monthly meetings. Balancing shift work and cash drawers. Additional responsibilities may be added by your immediate supervisor.

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