Avion Hospitality · 21 hours ago
Front Office Manager
College Station, TX, US
Full-time
Onsite
Senior Level
5+ years expAvion Hospitality is seeking a Front Office Manager to oversee the Front Office operations and ensure quality service for guests. The role involves managing staff, maximizing room revenue, and maintaining high standards of guest satisfaction.
AccountingConstructionFinanceHospitality
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 Avion Hospitality S.O.P.'s
Ensure compliance to brand and company training, using the steps to effective training according to Avion Hospitality standards
Prepare and conduct all Front Desk interviews and follow hiring procedures according to Avion 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 personnel
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, etc
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 accurate billing
Maintain Avion 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 Avion Hospitality S.O.P.'s
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 programming
Monitor proper operation of the P.B.X. console and ensure that employees maintain Avion Hospitality S.O.P.'s in its use
Monitor the process of taking reservations ensuring that Avion Hospitality courtesy and up selling techniques are maintained
Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality S.O.P.'s
Ensure implementation of all Avion Hospitality policies and house rules
Understand hospitality terms
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
Coordinate all aspects of the ongoing implementation of the Avion 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 Avion Hospitality standards
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 underway
Follow and enforce all Avion Hospitality hotel credit policies
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 Avion Hospitality standards
Establish and maintain key control system
Ensure participation within department for monthly Avion team meeting
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 supplies
Review daily Front Office work and activity reports generated by Night Audit
Review Front Office log book and Guest Request log on a daily basis
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 Avion Hospitality standards as required by management
Other duties as required
Qualification
Required
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 experience
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 necessary
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 coworkers and guests
Must be able to work with and understand financial information and data, and basic arithmetic functions
Company
Avion Hospitality
Avion Hospitality is a hospitality company that provides finance, accounting, construction, and capital planning solutions.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Robert Burg
Founder, President and CEO of Avion Hospitality
Lynne Roberts
Chief Investment Officer
Company data provided by crunchbase