• Directly supervise all front office/breakfast/shuttle personnel and ensure proper
completion of all front office/breakfast/shuttle duties.
• Direct and coordinate the activities of the front desk, reservations, guest services,
telephone areas, and breakfast area
• Ensure the proper appearance of the lobby and all public areas, including the
complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General
Manager.
Requirements::
• High School diploma or higher level education.
• 3 years Hotel front office experience with a minimum of 1 year at the supervisory level.
• Must be able to work the evening shift.
• Willing to be on call when not at the hotel.
Primary Functions::
Revenue:
o Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
o Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
o Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.
Profit:
o Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek
and implement cost saving strategies.
Quality:
o Guest Service: Ensure that the hotel meets/exceeds Dalwadi Hospitality
Management and Brand standards for guest satisfaction.
Leadership:
o Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
o Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote
collaboration, nurture a positive, professional work environment, and adhere to Dalwadi Hospitality Management’s Standard Operating
Procedures.
Specific Responsibilities::
• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Dalwadi Hospitality Management Director of Operations.
• Be proficient on the use of the property management system, and train front desk
personnel on the system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas, breakfast area, and shuttle services.
• Prepare and post the front office, breakfast area, and shuttle staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office, breakfast area, and shuttle services staff.
• Constantly monitor front office communications logs.
• Monitor appearance of all front desk, breakfast area, and shuttle services staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be proficient on the use of all front office equipment such as credit card machine, copier and
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office, breakfast area, and shuttle services staff as per standard operating procedures.
• Understand the Chart of Accounts in order to code the invoices for the front office, breakfast area, and shuttle services.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-
shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.
Optimum Attributes::
• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well groomed and professional appearance.
• Open with praise, discrete with criticism.
