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Hotel Front Office Manager

The Sire Hotel Lexington, Tapestry

This is a Full-time position in Lexington, KY posted April 19, 2022.

The Front Desk Supervisor is responsible for maintaining profitability and high levels of service at the front desk. He or she must have a working knowledge of all functions carried out in the Front Office area, including night audit, reservations, and front desk reception. The ideal candidate will be an outgoing individual with thorough capability for up-selling property services and attending to guests needs.Responsibilities:• Manage in compliance with Local, State and Federal laws and regulations.• Maintain procedures for credit control and handling of financial transactions.• Maintain procedures for security of monies, guest security and emergency procedures.• Interviews, selects, and trains Front Office staff, including on-going orientation and development of each associate.• Plan for and schedule manpower, equipment, and supply requirements for the Department and maintain accountability for the cost, utilization, and performance of associates and equipment.• Manage the Reservation function to maintain highest possible room occupancy and average daily room rate through suggestive selling by associates.• Ensure prompt payment of travel agent commissions on a daily/weekly basis through the night audit process.• Maintain departmental communication through the effective use of staff meetings, logbooks and bulletin boards.• Participate actively in all aspects of the Manager on Duty Program.• Increase level of guest satisfaction by delivery of an improved product through associate development, job engineering and quality image.• Establish and maintain an appropriate level of community involvement.• Assist guests with any special problems that may arise.• Maintain control of associate uniforms, ensuring that uniforms and name badges are worn, kept in proper condition, project high grooming standards, and are readily available at all times to associates. Ensure that non-uniformed associates are not allowed to remain on duty.• Supervise the operation of the Front Office, including telephone procedures, cashier and clerk duties, night audit and reservations. Ensures cleanliness of desk lobby areas through housekeeping.• Conduct ongoing inspections of guestrooms for cleanliness and maintenance when manager on duty.• Monitor payroll and control costs, remaining within budget.• Perform duties at the front desk, such as check-ins and checkouts.• Train front office staff on how to deal with emergency situations.• Responsible for the training of all front office staff.• Maintain records of all special rates offered.• Perform night audit on a per-need basis and train other staff in such duties.• Transfer approved Direct Bill accounts from Guest to City Ledger.• Inform housekeeping of necessary information relating to rooms forecast, occupancy, checkouts, etc.• Coordinate activities with related departments: Housekeeping, Food and Beverage, Sales and Maintenance.• Record and process all incident reports as needed.• Perform all other duties as assigned by management.Qualifications:Physical Demands:Requires ability to stand for long periods of time; walking to a significant degree. Requires ability to move fingers and hands easily and quickly. Must have ability to communicate both orally and in writing to guests and members of the front office staff. Requires ability to work flexible schedule to include weekends and holidays.Essential Skills:Requires familiarity with applicable front desk and housekeeping standards and procedures. Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Telephone Services, and Guest Accounting/Night Audit. Must possess management/supervisory knowledge, skills, and ability to handle/resolve guest complaints. Requires ability to communicate positively with guests and co-workers and to professionally represent the property. Requires a high degree of social skills and ability to perform work under pressure.Educational/Vocational Preparation:High School Diploma.Prior Hotel Front Desk Experience 2-3 years is required.About Company: Founded in 2005, Rolling Hills Hospitality operates 15 hotel properties with a central focus on exceeding the expectations of its guests. Rolling Hills Hospitality has positioned itself as one of the premier hotel development and management firms in the region by embodying high operational standards while achieving a simplicity that can be applied to any business model. Through our management agreements, we are responsible for hiring, training, and leading over 300 employees throughout the Ohio Valley. Rolling Hills Hospitality currently maintains upstanding relationships with the nation’s top hotel companies, including Marriott, Hilton, IHG, and Hyatt. Built on the principle of “if we take care of our employees then our employees will take care of our guests,” our goal is to create a fun working environment for our employees so that we are positioned for growth and excitement for years to come.