POSITION SCOPE:
Assists in meeting or exceeding expectations of luxury four plus five star service to Townsend guests by overseeing Front Office Operations. Manages operations of Supervisors, Head Concierge, Front Desk Agents, Concierge, Reservations Agents and Bell person(s). Acts as the Manager-On-Duty for the hotel, dealing with all issues that may arise. Role is guided by The Townsend Basics.
PRIMARY RESPONSIBILITIES:
Guest Services – 40%
- Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
- Assists guests upon arrival and departure, handling check-in and check-out procedures.
- Aware of any VIP arrivals, special requests and repeat guests. Check accommodations, making sure any special requests are carried out, greet them on arrival and escort to room if appropriate.
- Inform all front office staff of daily activities, VIP arrivals, group activity etc.
- Must be able to perform any tasks or duties of any employee in the front office.
- Consistently strive to achieve maximum performance. Promote a professional service orientated environment at all times.
Supervisory – 50%
- Oversees Concierge department to ensure they deliver Forbes standards and anticipate and deliver the needs of luxury guests.
- Oversees Supervisors, and all employees in the front office, ensuring all employees perform the tasks assigned to them and coordinate the front office activities with other departments to achieve consistent five star service delivery.
- Trains incoming staff on operations and Forbes Standards
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
- Must be able to do scheduling, payroll and other paperwork (accounting, HR etc.)
- Attend to the normal duties of the Director of Rooms in their absence.
- Train on all shifts including the Night Audit.
Yield Management & Expense Controls - 10%
- Assist the Front Office Manager & Director of Revenue Management in implementing yield strategies.
- Control of operating and payroll expenses.
BENEFITS
Success Coach every Thursday
Fifty percent off your restaurant bill for up to six guests
401 (k)
Discounted Bus Passes
Free meals during shift
PTO Program
& so much more!
The Townsend Hotel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All employment is decided on the basis of qualifications, merit, and business need.
This policy applies to all terms and conditions of employment.
If you are interested in applying for employment with The Townsend Hotel and need assistance to apply for a posted position, please send an email to [email protected] or you may call us at 248-647-8640.
JOB SPECIFICATIONS:
Physical Demands: Ability to stand in a confined environment for long periods of time is required. Ability to spend long hours moving around, walking, sitting, standing, and crouching while performing duties. Must be able to see computer screens, and other documents. Must be able to hear well enough to communicate with co-workers, associates and customers, and attend meetings. Must be able to work well under pressure and in emergency situations. Ability to occasionally lift up to 50lbs.
Environmental Conditions: Inside 100% of working time. Protection from weather changes, but not necessarily from temperature changes.
Essential Skills: Requires knowledge of the hotel business policies, procedures and services. Must possess the ability to communicate positively with guests and co-workers. Must be able to work with differing computer software, including but not limited to: Microsoft Excel, Microsoft Word and Hotel property management systems. 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. Must be able to professionally represent the hotel. Must be detailed oriented, and able to manage multiple priorities in a fast-paced luxury hotel environment.
Education/Vocational Preparation: High School diploma, general education degree, international equivalent or one year experience in a related field required. College degree preferred previous front office experience in a luxury hotel preferred. Previous supervisory/management experience required. Previous customer service experience preferred. General computer experience required. Hotel management computer systems experience preferred.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.