Job Information
Oyster Bay Inn & Suites Front Desk Manager in Bremerton, Washington
Job Purpose: Serves guests by providing front office, communications, concierge, guest services, reservations, valet, luggage, vault, and transportation services; managing staff. Duties: * Accomplishes front office human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. * Achieves front office operational objectives by contributing information and analysis to hotel strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality-service, and guest-service standards; identifying and resolving problems; completing audits; determining front office system improvements; implementing change. * Meets front office financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions; tracking occupancy and daily rate figures. * Determines guest service requirements by conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. * Provides guest services by monitoring daily house count, expected arrivals/departures, in-house group activities, room rates, special rates, promotions, and service staff availability; adjusting staff allocations; planning 24 hour management and service availability. * Resolves guest dissatisfactions by planning and directing the receipt; investigation, evaluation, and settling of complaints; following-up with guests; personally resolving difficult situations. * Maintains safe, secure, and healthy environment by enforcing organization standards and procedures, and legal regulations. * Accomplishes project results by determining project objectives; communicating and coordinating requirements; expediting fulfillment; evaluating milestone accomplishments; evaluating optional courses of action; changing assumptions and direction; updating plans. * Maintains guest confidence and protects organization reputation by keeping information confidential; enforcing legal requirements. * Prepares reports by collecting, analyzing, and summarizing front office data and trends; developing forecasts. * Updates job knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. * Enhances department and hotel reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Skills/Qualifications: Supply Management, Problem Solving, Process Improvement, Decision Making, Verbal Communication, Informing Others, Customer Focus, Customer Service, Delegation, Management Proficiency, Listening
