Front Office Manager - Hilton Garden Inn Allentown Bethlehem Airport

Allentown, PA 18109

About the Job

We are looking for the right candidate to fill the Front Office Manager position.

What will it be like to work for this Hilton Worldwide Brand?

Hilton Garden Inn is the award-winning, upscale, yet affordable hotel brand that continually strives to ensure today's busy travelers have everything they need to be most productive on the road, no matter the occasion. From the adjustable Garden Sleep System bed to complimentary wired and Wi-Fi Internet access, to a comfortable lobby pavilion where guests can be alone, but not lonely, Hilton Garden Inn is the brand guests can count on to support them on their journey to success.

If you know how to offer an exceptional Guest experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Hilton Garden Inn.

Job Description/Summary:

The Guest Services Manager/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 the Front of House according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.

Requirements:

Must have hotel experience.
Must be available to work all shifts, weekends, and holidays.
Must have reliable transportations.
Must be able to pass a drug test.
Must have excellent communication skills, written and verbal, and relate to guests' concerns and work well in groups.
Strong interpersonal and employee relation skills are necessary with the ability to mentor, train and develop staff. The ability to motivate and drive staff is essential.
Must have a strong knowledge of computers, Microsoft Excel, Microsoft Word, etc.
Must be able to handle multi-tasking and be a goal- and results-oriented.
Must have strong time management skills to meet deadlines.
Must focus on the job at hand and not at the time clock.
Must be able to work independently.
Must be able to handle guest issues and complaints.
Must be able to think on their feet.

Essential Job Functions:

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, know 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.

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, computer systems, etc.
Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.
Produce accurate financial reports on time.

Human Resources:

Manages human resources functions such as including recruiting, selection, orientation, training, performance planning and evaluation, and 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 a way of doing business.
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.
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 and ensures others follow them.
Periodically inspect rooms, building exterior, parking lot, etc.

Source : Hilton Garden Inn Allentown Bethlehem Airport