Report on Front Desk Manager Crowne Plaza Phoenix Airport Phoenix, AZ

Front Desk Manager Crowne Plaza Phoenix Airport Phoenix, AZ

Description: 

EOE STATEMENTWe are an Equal Opportunity Employer.  

DESCRIPTION

You're the business manager for the Front Desk. You ensure that well-trained, highly motivated staff handle guests with the utmost care. Sound experience tells when to let the team fly and when to surface and guide. Under your careful watch, operations run smooth and well within budget. You have what it takes? Then this may be just the opportunity you need, as Front Desk Manager. 

Summary: Responsible for supervision and direction of the Guest Service and Front desk staff.

Duties and Responsibilities include the following. Other duties may be assigned.

  1. Supervise Guest Service and Front Desk staff.
  2. Monitor room rate and inventory status.
  3. Supervise check-in and check-out of hotel guests.
  4. Respond to guest requests.
  5. Monitor all cash handling procedures.
  6. Monitors payroll hours and reports.
  7. Monitor status of guest accounts.
  8. Ensure that objectives of sales, costs, profits, and performance are met.
  9. Communicate with Director of Rooms Operations or Rooms Operations Manager regarding all aspects of Front Office operations.
  10. Demonstrate positive leadership characteristics, which inspire employees to meet and exceed HMC standards.
  11. Assure property operation meets internal audit standards.
  12. Monitor current rate, rate changes and all promotions and groups.
  13. Select, train, supervise, develop, schedule, discipline, and counsel employees according to HMC policies and procedures.
  14. Implement, monitor and maintain departmental inventory, record keeping, accounting, budget and purchasing policies according to HMC policies and procedures.
  15. Monitor Front Office compliance in Signature and Guest Satisfaction Scores programs. 16. Ensure hotel compliance with HMC hotel and employee management policies and procedures.
  16. Manage operations in compliance with local, state and federal laws and regulations.
  17. Report all unsafe conditions and suspicious activities immediately.
  18. Keep work area neat and organized.
  19. Review reservation forecasts, catering functions, convention pick-up, marketing plan, promotional packages and notify staff of changes.
  20. Register guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates.
  21. Upsell where possible according to established procedures in order to maximize average room rate.
  22. Utilize yield management strategies to ensure a full house whenever possible.
  23. Assist the rooms forecasting process.
  24. Book guest reservations for individuals and/or groups that are requested by either Hotel or HMC Corporate Sales.
  25. Perform all other duties as assigned by supervisor to include cross training, MOD shifts, CPR and first aid training.
  26. Attend all mandatory meetings (i.e., departmental, staff, etc.).
  27. Ensure enforcement and communicate hotel security policies and procedures (including emergency procedures).
  28. Determine daily, weekly, and monthly selling status and strategies. 30. Interpret and implement a course of action based on financial reports.
  29. Call other hotels in area for rooms status.
  30. Resolve complaints in the Front Office operation.
  31. Process cancellations, revisions and information updates on changes.
  32. Process guest reservation requests for other HMC or Brand hotels.
  33. Complete daily tracking sheets to record the number of bookings and denials.
  34. Research and respond to chargeback/retrieval requests and outstanding commission notices.
  35. Issue, control and release guest safety deposit boxes.
  36. Act as Manager on Duty as scheduled.
  37. Conduct performance appraisals.
  38. Perform in the capacity of any position supervised.
  39. Complete reports and paperwork (i.e., forecasts, annual budgets).
  40. Maintain MSDS procedures and other requirements according to OSHA standards.
  41. Participate in emergency response team activities including fire drills, alarm tests and emergency response practice sessions as directed by hotel management

Performance Standards: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

  1. Effectively manage overall operation of Front Office.
  2. Always act professionally and courteously to guests and employees.
  3. Monitor and maintain the safety and security procedures of the hotel.
  4. Follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
  5. Execute prompt and courteous service to ensure that guest expectations are exceeded.
  6. Effectively manage time.
  7. Maintain compliance with brand programs and standards.
  8. Meet or exceed productivity standards.

Hours Required:

Scheduled days and times may vary. Ability to work evening, weekend and/or holiday work hours based on the business needs of the hotel.


Language Ability:

Read, write and speak English fluently. Ability to communicate effectively with the public and other colleagues. 

Reasoning Ability:

Ability to apply common sense understanding to carry out job instructions. 
Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Strengths: Light. Occasionally lifting and pushing up to 10 lbs. 
Adjusted Strengths: Reach, handle, see. 

Environmental Setting: 
Safety Requirements (i.e. clothing, safety equipment required activities performed)

  1. Maintain proper lifting techniques and follow hotel and brand safety procedures. Display knowledge of safe operation of equipment while maintaining HMC and OSHA standards.

Exposures (i.e. fumes, chemicals, vibrations, humidity, cold, heat, dust noise)

  1. Computer, printer, telephone copy machine noise.

Operations of Equipment / Tools / Vehicles

  1. Keyboards, copier, printer, telephone.

Grooming:

All employees must maintain a neat, clean and well-groomed professional appearance (specific standards are available).

Working Relationships:

Must establish positive relationships with employees, guests and the community in order to promote business opportunities. 
Must be able to interface daily with the public in a professional manner. 

Education/Experience:

High school diploma or GED equivalent. Bi-lingual applicants preferred. 

Delivering Hospitality and creating value for every customer, every time.

We are a team bringing people together who are driven by a common goal and personal passion to make a difference....we do! Every team member of Heavlin Management Company is united behind a singular vision delivering hospitality and creating value for every customer, employee and owner every time. Our powerful vision provides the impetus for our approach to value creation, the cornerstone of how we operate.

This vision brings a spirit of collaboration, innovation and hospitality to our select portfolios of clients. It drives an entrepreneurial management style that allows us to view each property through the eyes of an owner, and treat each property as if it was ours. It makes a remarkable difference driving top line revenue and bottom line results for our property owners. We are a true value-creation company transparent to our investors, not just a management company.

u60.png   Phoenix, AZ

u74.png   Crowne Plaza Phoenix Airport

u62.png   Posted on: 01/21/2019

Position Available: Immediately

Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.

Management Position: Yes

EOE STATEMENTWe are an Equal Opportunity Employer.  

DESCRIPTION

You're the business manager for the Front Desk. You ensure that well-trained, highly motivated staff handle guests with the utmost care. Sound experience tells when to let the team fly and when to surface and guide. Under your careful watch, operations run smooth and well within budget. You have what it takes? Then this may be just the opportunity you need, as Front Desk Manager. 

Summary: Responsible for supervision and direction of the Guest Service and Front desk staff.

Duties and Responsibilities include the following. Other duties may be assigned.

  1. Supervise Guest Service and Front Desk staff.
  2. Monitor room rate and inventory status.
  3. Supervise check-in and check-out of hotel guests.
  4. Respond to guest requests.
  5. Monitor all cash handling procedures.
  6. Monitors payroll hours and reports.
  7. Monitor status of guest accounts.
  8. Ensure that objectives of sales, costs, profits, and performance are met.
  9. Communicate with Director of Rooms Operations or Rooms Operations Manager regarding all aspects of Front Office operations.
  10. Demonstrate positive leadership characteristics, which inspire employees to meet and exceed HMC standards.
  11. Assure property operation meets internal audit standards.
  12. Monitor current rate, rate changes and all promotions and groups.
  13. Select, train, supervise, develop, schedule, discipline, and counsel employees according to HMC policies and procedures.
  14. Implement, monitor and maintain departmental inventory, record keeping, accounting, budget and purchasing policies according to HMC policies and procedures.
  15. Monitor Front Office compliance in Signature and Guest Satisfaction Scores programs. 16. Ensure hotel compliance with HMC hotel and employee management policies and procedures.
  16. Manage operations in compliance with local, state and federal laws and regulations.
  17. Report all unsafe conditions and suspicious activities immediately.
  18. Keep work area neat and organized.
  19. Review reservation forecasts, catering functions, convention pick-up, marketing plan, promotional packages and notify staff of changes.
  20. Register guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates.
  21. Upsell where possible according to established procedures in order to maximize average room rate.
  22. Utilize yield management strategies to ensure a full house whenever possible.
  23. Assist the rooms forecasting process.
  24. Book guest reservations for individuals and/or groups that are requested by either Hotel or HMC Corporate Sales.
  25. Perform all other duties as assigned by supervisor to include cross training, MOD shifts, CPR and first aid training.
  26. Attend all mandatory meetings (i.e., departmental, staff, etc.).
  27. Ensure enforcement and communicate hotel security policies and procedures (including emergency procedures).
  28. Determine daily, weekly, and monthly selling status and strategies. 30. Interpret and implement a course of action based on financial reports.
  29. Call other hotels in area for rooms status.
  30. Resolve complaints in the Front Office operation.
  31. Process cancellations, revisions and information updates on changes.
  32. Process guest reservation requests for other HMC or Brand hotels.
  33. Complete daily tracking sheets to record the number of bookings and denials.
  34. Research and respond to chargeback/retrieval requests and outstanding commission notices.
  35. Issue, control and release guest safety deposit boxes.
  36. Act as Manager on Duty as scheduled.
  37. Conduct performance appraisals.
  38. Perform in the capacity of any position supervised.
  39. Complete reports and paperwork (i.e., forecasts, annual budgets).
  40. Maintain MSDS procedures and other requirements according to OSHA standards.
  41. Participate in emergency response team activities including fire drills, alarm tests and emergency response practice sessions as directed by hotel management

Performance Standards: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

  1. Effectively manage overall operation of Front Office.
  2. Always act professionally and courteously to guests and employees.
  3. Monitor and maintain the safety and security procedures of the hotel.
  4. Follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
  5. Execute prompt and courteous service to ensure that guest expectations are exceeded.
  6. Effectively manage time.
  7. Maintain compliance with brand programs and standards.
  8. Meet or exceed productivity standards.

Hours Required:

Scheduled days and times may vary. Ability to work evening, weekend and/or holiday work hours based on the business needs of the hotel.


Language Ability:

Read, write and speak English fluently. Ability to communicate effectively with the public and other colleagues. 

Reasoning Ability:

Ability to apply common sense understanding to carry out job instructions. 
Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Strengths: Light. Occasionally lifting and pushing up to 10 lbs. 
Adjusted Strengths: Reach, handle, see. 

Environmental Setting: 
Safety Requirements (i.e. clothing, safety equipment required activities performed)

  1. Maintain proper lifting techniques and follow hotel and brand safety procedures. Display knowledge of safe operation of equipment while maintaining HMC and OSHA standards.

Exposures (i.e. fumes, chemicals, vibrations, humidity, cold, heat, dust noise)

  1. Computer, printer, telephone copy machine noise.

Operations of Equipment / Tools / Vehicles

  1. Keyboards, copier, printer, telephone.

Grooming:

All employees must maintain a neat, clean and well-groomed professional appearance (specific standards are available).

Working Relationships:

Must establish positive relationships with employees, guests and the community in order to promote business opportunities. 
Must be able to interface daily with the public in a professional manner. 

Education/Experience:

High school diploma or GED equivalent. Bi-lingual applicants preferred. 

Delivering Hospitality and creating value for every customer, every time.

We are a team bringing people together who are driven by a common goal and personal passion to make a difference....we do! Every team member of Heavlin Management Company is united behind a singular vision delivering hospitality and creating value for every customer, employee and owner every time. Our powerful vision provides the impetus for our approach to value creation, the cornerstone of how we operate.

This vision brings a spirit of collaboration, innovation and hospitality to our select portfolios of clients. It drives an entrepreneurial management style that allows us to view each property through the eyes of an owner, and treat each property as if it was ours. It makes a remarkable difference driving top line revenue and bottom line results for our property owners. We are a true value-creation company transparent to our investors, not just a management company.

Experience Requirements: 
Not requirements
Date posted:
2019-01-21
Job Id: 
7361856