Front Office Manager OEM
Company: Sheraton Grand Nashville
Posted on: November 27, 2022
Job Summary: The Front Desk Manager is responsible for ensuring
the operation of the Front Office in an attentive, friendly,
efficient and courteous manner, providing all guests with quality
service prior to and throughout their stay, while maximizing room
revenue and occupancy. Management-level associates are expected to
work as much of each workday as is necessary to complete their job
responsibilities; for OEM associates, overtime does apply and is
calculated accordingly. Responsibilities: QUALIFICATIONS: At least
5 years of progressive experience in a hotel or a related field; or
a 2-year college degree and 3 or more years of related experience;
or a 4-year college degree and at least 1 year of related
Supervisory experience required.
Must be proficient in Windows operating systems Company approved
spreadsheets and word processing.
Must have a valid driver's license from the applicable state.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of
action quickly and accurately.
Must work well in stressful high pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace including
anticipating preventing identifying and solving problems as
Must have the ability to assimilate complex information data etc.
from disparate sources and consider adjust or modify to meet the
constraints of the particular need.
Must be effective at listening to understanding and clarifying the
concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and
data and basic arithmetic functions. RESPONSIBILITIES: Respond to
all guest requests problems complaints and/or accidents presented
at the Front Desk or through Reservations in an attentive courteous
and efficient manner. Follow up to ensure guest satisfaction.
Motivate coach counsel and discipline all Front Desk personnel
according to Aimbridge Hospitality S.O.P.'s.
Ensure compliance to brand and company training using the steps to
effective training according to Aimbridge Hospitality
Prepare and conduct all Front Desk interviews and follow hiring
procedures according to Aimbridge Hospitality S.O.P.'s.
Conduct all 90 day and annual Front Desk employee performance
appraisals according to S.O.P.'s.
Develop employee morale and ensure training of Front Desk
Maximize room revenue and occupancy by reviewing status daily.
Analyze rate efficiency monitor credit report and maintain close
observation of daily house count.
Attend all required Rooms Merchandizing meetings with all
appropriate reports and documentation necessary to establish select
sell guidelines and implement appropriate restrictions.
Supervise the Night Audit function and monitor the House Charge
Worksheet and Flash Report for accuracy.
Participate in required M.O.D. program as scheduled.
Be responsible for developing a manager as assigned by the
Corporate Office including sign-off on all competencies and assist
in his/her placement.
Ensure all end of the month report dates are met i.e. Central
Reservations Market Segment AAdvantage Travel Agent check registers
Review Front Desk staff's worked hours for payroll compilation and
submit to Accounting on a timely basis.
Prepare employee Schedule according to business forecast payroll
budget guidelines and productivity requirements. Present with Wage
Progress Report to General Manager weekly.
Ensure that no-show revenue is maximized through consistent and
Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders
vouchering of invoices and checkbook accounting.
Ensure that Wage Progress Productivity and the Ten Day Forecast are
completed on a timely basis according to Aimbridge Hospitality
Maintain a professional working relationship and promote open lines
of communication with managers employees and other departments.
Work closely with Accounting on follow-up items i.e. returned
checks rejected credit cards employee discrepancies etc.
Operate all aspects of the Front Office computer system including
software maintenance report generation and analysis and simple
Monitor proper operation of the P.B.X. console and ensure that
employees maintain Aimbridge Hospitality S.O.P.'s in its use.
Monitor the process of taking reservations ensuring that Aimbridge
Hospitality courtesy and up selling techniques are maintained.
Greet and welcome all guests approaching the Front Desk in
accordance with Aimbridge Hospitality S.O.P.'s.
Ensure implementation of all Aimbridge Hospitality policies and
Understand hospitality terms.
Operate radios efficiently and professionally in communicating with
hotel staff. Ensure the proper use of radio etiquette within the
Coordinate all aspects of the ongoing implementation of the
Aimbridge Hospitality philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Attend monthly all-employee team meetings and any other functions
required by management.
Attend weekly staff meeting and provide training on a rotational
basis using steps to effective training according to Aimbridge
Obtain all necessary information when taking room reservations.
Ensure logging and delivery of all messages packages and mail in a
timely and professional manner.
Be aware of all rates packages and promotions currently
Follow and enforce all Aimbridge Hospitality hotel credit
Process and handle guest laundry (property specific).
Ensure that employees are at all times attentive friendly helpful
and courteous to all guests managers and other employees.
Maintain and monitor 'Lost and Found' procedures and policies
according to Aimbridge Hospitality standards.
Establish and maintain key control system.
Ensure participation wihin department for monthly Aimbridge team
Focus the Front Desk Department on their role in contributing to
the guest service scores.
Monitor all V.I.P.'s special guests and requests.
Maintain required pars of all front office and stationary
Review daily Front Office work and activity reports generated by
Review Front Office log book and Guest Request log on a daily
Assist the General Manager and Engineering Department in
implementing and maintaining emergency procedures.
Be familiar with all corporate sponsored programs such as airline
mileage Triple Upgrade or V.I.P. programs and the standards and
procedures for each.
Maintain an organized and comprehensive filing system with
documentation of purchases vouchering schedules forecasts reports
and tracking logs.
Conduct meetings according to Aimbridge Hospitality standards as
required by management.
Other duties as required. Company Overview: As the global leader in
third-party hotel management, our growing portfolio represents over
1,550 hotels in all 50 states and 22 countries, from top
international lodging brands to luxury hotels, destination resorts
and lifestyle hotels. Our associates around the globe are
passionate about serving our guests and driving exceptional
results, and thrive in a culture where everyone is inspired to be
the best. Join a world of possibility with Aimbridge Hospitality.
Benefits: After an initial waiting period, those hired into full
time positions are eligible for a competitive benefits package that
includes the following: Now offering Daily Pay! Ask your Recruiter
for more details
Medical, Dental, and Vision Coverage
Short-Term and Long-Term Disability Income
Term Life and AD&D Insurance
Paid Time Off
Employee Assistance Program
401k Retirement Plan
Keywords: Sheraton Grand Nashville, Nashville , Front Office Manager OEM, Administration, Clerical , Nashville, Tennessee
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