Position Purpose:
Assist the Assistant Director of Rooms in directing and supervising the operational activities of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Provide daily supervision of Front Office Agents to ensure The Waldorf Astoria’s high standards of quality are met. Handle guest problems/concerns as they occur throughout the day. Produce daily Occupancy Analysis Report.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Average
Percent
of Time
80
%
Operation Management
§ Direct, control, and manage 3 supervisors and 19 line professionals
§ Manage all front desk functions heavily focused on daily arrival and departure process
§ Participates and conducts quarterly and annual reviews
§ Creates and delivers daily pre-shifts and training topics
§ Sets inventory and analyzes same day booking and cancellation activity to manage day of sellouts. Determines same day pricing strategy
§ Handles any customer complaint. Participates in hotel quality forum focusing on continuous operation improvement.
§ Administers and oversees Front Office upsell program
§ Full participation in Front Office business plan
§ Interviews and helps recruit new team members
§ Coordinates and conducts individual and team training and development sessions
§ Maintains a professional environment for team ensuring high morale and job satisfaction
§ Analyzes daily arrival figures. Coordinates room assignments and blocking to ensure customer satisfaction. Manages Customer Relationship Management program across desk.
§ Manages lobby traffic influencing arrival and departure patterns. Makes staffing adjustments based on activity.
§ Develops individual and team agendas focusing on operational efficiency, quality improvement, and/or financial benefits
20
%
Financial Management
§ Manages daily Front Desk payroll. Approves overtime. Analyzes productivity reports and makes staffing decisions based on changing arrival/departure patterns.
§ Accurate forecasting and management of labor and expenses to meet Rooms Department margins
§ Responsible for forecasting of weekly, monthly, and annual periods
§ Manages day of pricing and inventory controls to ensure maximum occupancy and revenue
§ Maintains cash bank up to $10,000
§ Participates in ordering of weekly departmental supplies
§ Analyzes and approves daily room allowances. Implements programs to reduce such expense.
§ Executes Travel Agent Commission report
§ Analyzes and administers automated coupon program. Runs reports, which give detail of reason for expense.
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 supervisor based upon the particular requirements of the company.
· Participate in AOD Program
· Perform check-in/out as part of operational role
PHYSICAL REQUIREMENTS:
List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing,driving, sight, travel, etc.
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours
Physical Activity Frequency
Sitting Frequent
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Frequent
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Lifting/Carrying(# lbs) Frequent up to 15 lbs.
Travel Rare
OTHER DUTIES
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
X None
Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles):
· Front Office Supervisor
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
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.
§ Ability to effectively deal with guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
§ Ability to access, analyze and interpret complex information required to perform the job.
§ Ability to instruct subordinates and accomplish goals on a timely basis.
§ Ability to read, listen, communicate, and follow written and/or verbal information and instructions effectively in English.
§ Working knowledge of all operations departments of the hotel.
§ Extensive knowledge of hotel guest rooms, public space and hotel facilities.
§ Ability to effectively deal with internal and external customers.
§ Basic operation knowledge of computer system.
§ Considerable skill in the use of calculator to prepare moderately complex mathematical calculations without error.
§ Manual dexterity necessary for typing.
Assist the Assistant Director of Rooms in directing and supervising the operational activities of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Provide daily supervision of Front Office Agents to ensure The Waldorf Astoria’s high standards of quality are met. Handle guest problems/concerns as they occur throughout the day. Produce daily Occupancy Analysis Report.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Average
Percent
of Time
80
%
Operation Management
§ Direct, control, and manage 3 supervisors and 19 line professionals
§ Manage all front desk functions heavily focused on daily arrival and departure process
§ Participates and conducts quarterly and annual reviews
§ Creates and delivers daily pre-shifts and training topics
§ Sets inventory and analyzes same day booking and cancellation activity to manage day of sellouts. Determines same day pricing strategy
§ Handles any customer complaint. Participates in hotel quality forum focusing on continuous operation improvement.
§ Administers and oversees Front Office upsell program
§ Full participation in Front Office business plan
§ Interviews and helps recruit new team members
§ Coordinates and conducts individual and team training and development sessions
§ Maintains a professional environment for team ensuring high morale and job satisfaction
§ Analyzes daily arrival figures. Coordinates room assignments and blocking to ensure customer satisfaction. Manages Customer Relationship Management program across desk.
§ Manages lobby traffic influencing arrival and departure patterns. Makes staffing adjustments based on activity.
§ Develops individual and team agendas focusing on operational efficiency, quality improvement, and/or financial benefits
20
%
Financial Management
§ Manages daily Front Desk payroll. Approves overtime. Analyzes productivity reports and makes staffing decisions based on changing arrival/departure patterns.
§ Accurate forecasting and management of labor and expenses to meet Rooms Department margins
§ Responsible for forecasting of weekly, monthly, and annual periods
§ Manages day of pricing and inventory controls to ensure maximum occupancy and revenue
§ Maintains cash bank up to $10,000
§ Participates in ordering of weekly departmental supplies
§ Analyzes and approves daily room allowances. Implements programs to reduce such expense.
§ Executes Travel Agent Commission report
§ Analyzes and administers automated coupon program. Runs reports, which give detail of reason for expense.
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 supervisor based upon the particular requirements of the company.
· Participate in AOD Program
· Perform check-in/out as part of operational role
PHYSICAL REQUIREMENTS:
List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing,driving, sight, travel, etc.
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours
Physical Activity Frequency
Sitting Frequent
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Frequent
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Lifting/Carrying(# lbs) Frequent up to 15 lbs.
Travel Rare
OTHER DUTIES
Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.
SAFETY REQUIREMENTS
OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
X None
Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
ORGANIZATIONAL RELATIONSHIPS
Positions directly reporting to this position (titles):
· Front Office Supervisor
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
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.
§ Ability to effectively deal with guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
§ Ability to access, analyze and interpret complex information required to perform the job.
§ Ability to instruct subordinates and accomplish goals on a timely basis.
§ Ability to read, listen, communicate, and follow written and/or verbal information and instructions effectively in English.
§ Working knowledge of all operations departments of the hotel.
§ Extensive knowledge of hotel guest rooms, public space and hotel facilities.
§ Ability to effectively deal with internal and external customers.
§ Basic operation knowledge of computer system.
§ Considerable skill in the use of calculator to prepare moderately complex mathematical calculations without error.
§ Manual dexterity necessary for typing.
