SUMMARY

Together with the Director of Front Office manages the Front Office operations and serves as the property manager on duty. Also leads and inspires the Front Office team.

RESPONSIBILITIES (in conjunction with the Director of Front Office)

• Trains manages develops and motivates the Front Office team (Front Desk Agents Front Desk Managers and Bell Attendants)

• Conducts frequent 1:1s with staff to discuss successes and areas of improvement

• Maintains all employee-related coaching and counseling such as recognition training proactive employee relations performance appraisals time and attendance safety and corrective action process

• Promotes an energized Front Office environment for both guests and staff where a sense of community and inclusivity are held as a top priority

• Empowers the Front Office team to provide excellent guest service

• Serves as a leader in displaying outstanding hospitality skills and sets a positive example for Ace worthy guest relations

• Takes ownership and ensures all Front Office responsibilities (reports etc.) are being completed accurately and efficiently

• Responds to and handles guest related issues

• Assists Director of Front Office with all administrative tasks as assigned

• Answers phones greets customers assists with check-in and check-out procedures and makes reservations

• Confirms staff schedules assists with payroll procedures and accurately performs data-entry tasks

• Ensures front office operational procedures are adhered to and carried out

• Maintains a strong working relationship with all departments to support property operations and goals

• Reviews and approves payroll in absence of the Director of Front Office

• Ensures proper inventories and controls are in place with established par levels and budget

• Maintains established guest satisfaction score goals via Revinate and shares the scores with the Front Office team

• Maintains complete knowledge of all hotel services/features and hours of operation

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

• Understands communicates and supports promotional programs for the front office including upsell programs room rate selling strategies and the Ace retail program

• Understands and if necessary implements all emergency plans including accident death elevator thefts vicious crimes bombs fire etc.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

• 3 years of relevant experience

• Exceptional interpersonal skills with an empathetic heart

• Technologically sound with Google applications Opera and Micros

• Excellent coaching and mentoring skills

• Understands the difference between a boss and a leader

• Able to prioritize and organize work assignments have timely follow up and execution

• Able to collaborate with the BK team and take direction

• Able to make difficult business decisions

• Has superb time management skills

• Strong attention to detail

• Able to lead a large group

• Able to compute complex mathematical calculations

• Able to perform critical analyses

• Excellent presentation skills (written & oral)

• **Has the ability to have fun and make others around you enjoy their work day!**

ADDITIONAL REQUIREMENTS

• Self-starter with an entrepreneurial spirit and strong organizational skills

• Ability to work evenings weekends and holidays as needed

EEOC