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Complex Front Office Manager - Hilton Portland Downtown & The Duniway

Company: Hilton Portland Downtown
Location: Portland
Posted on: January 16, 2022

Job Description:

POSITION PURPOSE: Assist the Director of Rooms and or Director of Front Office in directing and supervising the operational activities of both the Hilton Portland and The Duniway Front Office, Guest Services and Telecommunications, within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. ESSENTIAL FUNCTIONS: Communicate effectively both verbally and in writing to provide clear direction to staff. Observes performance and encourages improvement. Administer appropriate disciplinary procedures. Assist in the interviewing and hiring process. Monitors lobby traffic and make staffing adjustments accordingly. Manage and monitor all Front Office and Telecommunications personnel with daily supervision to Include staffing, training, discipline, scheduling and office supplies while staying within budget. Monitor performance of Front Desk Team Members to ensure adherence to all service and productivity standards. Hold team members accountable for policies and procedures. Respond to SALT, TA, social media reviews in a timely manner. Champion drive to better our ranking in Trip Advisor, to ensure that SALT scores are higher than benchmark for Overall Experience and Overall Service. Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve Guest's challenges while maintaining proper balance of the amount of service recovery extended. Ensure thorough research to develop the most effective solutions and negotiate results. Compute daily productivity report, payroll analysis, and Corporate End of the Month Reports schedules, and other reports. Assist in analyzing data and make decisions based on previous experience and to prepare daily forecast of expected arrivals and departures. Daily monitor and control of room blocks to ensure we remain within productivity. Review VIP reservations, amenity orders, and take on all aspects of ownership of assigned resumes for incoming and in-house conventions. Update the computer system by inputting inventory and non-inventory groups. Assist in controlling the Suite book to ensure suites proper handling of guests and groups. Perform front desk supervisor duties, such as pre-registration. Handle cash make change and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank. Organize incoming and outgoing tours. Manages Front Desk Operations Training compliance. Positively guiding and leading team with weekly training topics. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, this position requires coverage of any shift during the 24 hour day and be able to work flexible schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Perform the duties of Guest Service Agent, Reservation Agents, Guest Services and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction. Other duties as assigned by the director such as assisting in roles of Manager on duty, Assisting and supporting other departments as needed. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Hearing and visual ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. QUALIFICATION STANDARDS Education : Any combination of education and experience equivalent to a four-year college or experience that provides the required knowledge skills and abilities. Experience: Prior front office experience required, front office management experience preferred. Licenses or Certificates : Must have Oregon Liquor Service Permit. CPR Certification preferred. Grooming: All employees must maintain a neat, clean and well-groomed appearance (specific standards available). Other: Applicants with additional language skills preferred Physical Requirements: Frequency Key: Never-O Hours; Rare-Up to 1 hour; Occasional-1 to 3 hours; Frequent-3 to 6 hours; Constant-6 to 8+ hours Physical Activity - Frequency Sitting = Occasional Walking = Frequent Standing = Frequent Climbing Stairs = Occasional Crouching/Bending/Stooping = Occasional Reaching = Frequent Grasping = Constant Pushing/Pulling = Frequent Near Vision = Constant Far Vision = Constant Hearing = Constant Talking = Constant Smelling = Rare Taste = Never Lifting/Carrying (# of lbs) = Frequent-up to 20lbs Travel = Rare Other Duties: Assimilate into the Hilton Family PRIDE/CARE culture through understanding, supporting, and participating in all elements of Hilton PRIDE/CARE. Demonstrate working knowledge of the service standards. Safety Requirements : OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your safety and health. NONE Team Members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE's, or equipment that does not fit properly to your Manager. Notice: The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. Upon employment, all employees are required to fully comply with Hilton Rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination....

Keywords: Hilton Portland Downtown, Portland , Complex Front Office Manager - Hilton Portland Downtown & The Duniway, Executive , Portland, Oregon

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