Front Office Manager
The Lura Hotel
Houston Texas
Salary: Neg Per Hour
Responsibilities:
- Ensure efficient guest registration,
checkout, guest service, and telephone service, while ensuring all brand
standards are being applied.
- Implement company and franchise programs.
- Prepare forecasts and reports and assist
in the development of the room's budget.
- Monitor and maintain the front office
systems and equipment to ensure their optimum performance.
- Track guest satisfaction surveys and
maximize usage of the guest response tracking system.
- Develop and implement controls for
expense management. Utilize labor management tools to schedule and control
labor costs.
- Interview, hire, train, develop, resolve
problems, provide open communication and recommend discipline and/or
termination when appropriate of staff members. Ensure timely completion of
performance appraisals.
- Communicate both verbally and in writing
to provide clear direction to staff.
- Interact positively with customers and
take action to resolve problems to maintain a high level of customer
satisfaction and quality.
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. - Coordinate activities with other hotel
departments in order to facilitate increased levels of communication and
guest satisfaction.
- Assist in the daily maintenance of room
inventory status to achieve optimal levels of revenues while maintaining
high levels of guest expectations.
- Resolve customer complaints; anticipate
potential problems by reviewing and monitoring complaints, operational
issues, business flow and associate performance to ensure high levels of
customer satisfaction and quality.
- Develop strong relations with the sales
team to discuss and implement sales strategies to continually improve
occupancy levels and revenues.
- Regular attendance in conformance with
the standards is essential to the successful performance of this position.
Qualifications:
- Minimum of 2 years Front Desk experience,
preferably in leadership role.
- High School Diploma or equivalent
required, Bachelor's degree preferred.
- Proficient with PMS system.
- Advanced knowledge of brand's reward
program.
- Able to handle cash and credit
transactions.
- Computer literacy and financial
management a must.
- Able to effectively deal with internal
and external customers, some of whom will require high level of patience,
tact and diplomacy to defuse anger and collect accurate information and
resolve conflicts.
- General knowledge of local area
attractions and transportation.
- Able to observe and detect signs of
emergency situations. Able to remain calm and alert, during emergency
situations and/or heavy hotel activity, serving as a role model for clerks
and other associates.
- 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 statues and their comparable
state and local laws.
- Able to establish and maintain effective
working relationships with associates and customers.
- Able to make sound business decisions and
take action quickly based on previous experience and good judgment.
- Knowledge
of hotel operations, including marketing plans, security and safety
programs, personnel and labor relations, preparation of business plans,
repairs, maintenance, budget forecasting, quality assurance programs,
hospitality law, and long-range planning.
- Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Job Overview
Posted Date: 23 Apr 2024
Location: Houston Texas
Salary: Neg Per Hour
Apply By: 08 May 2024
Company Information
The story of The Laura Hotel is inextricably linked to the steamboat of the same name which inspired the property’s rebirth. Just as The Laura once forged intrepidly ahead, navigating waters once thought impassable, our hotel will help to take Downtown Houston into a brave new future filled with culinary excellence, inspiring creativity, and opportunities for both business and pleasure too numerous to count.
Name: The Lura Hotel
Web: www.thelaurahotel.com