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Open nowPosted 572 days ago

Tru by Hilton, McKinney Front Desk Supervisor

Workable (global search)108,016 open roles

Where
McKinney, TX, United States
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Your applicationOpen nowTru by Hilton, McKinney Front Desk SupervisorWorkable (global search) · McKinney, TX, United States

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 572 days ago

Workable (global search) median: 7 days open

The posting

Qualifications

  • High School diploma or higher-level education
  • 3 years of hotel front office experience with a minimum of 1 year at the supervisory level
  • Salaried Employees: Must be willing to work 50+ hours per week; at a minimum of 5 days per week
  • Willing to work the evening shift
  • Process reservations received from sales office and other hotel departments
  • Have complete knowledge of room types and offered rate plans
  • Process cancellations and modifications to reservations
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates
  • Effective communication skills
  • Open with praise, discrete with criticism
  • Self-motivated
  • Effective leadership skills
  • Pleasant personality
  • Well-groomed and professional appearance
  • Effective customer service skills
  • Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI)

Benefits

  • Open and close out discount rates on reservation systems when applicable
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows

Responsibilities

  • Directly supervise all front office personnel and ensure proper completion of all front office duties
  • Direct and coordinate the activities of the front desk, reservations, and guest services
  • Ensure the proper appearance of the lobby and all public areas, including the breakfast area
  • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager
  • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools
  • Constantly seek new ways to increase room revenue and occupancy
  • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels
  • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies
  • Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction
  • Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition
  • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures
  • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations
  • Responsible for the Night Audit
  • Be proficient on the use of the Property Management System, and train front desk personnel on the system
  • Have a good understanding of all of hotel operating procedures
  • Enforce all existing and new policies and procedures with the front office and breakfast area staff
  • Maintain proper staffing in all front office areas and the breakfast area
  • Prepare and post the front office and breakfast area staff work schedules in a timely fashion
  • Conduct regular performance reviews of front office and breakfast area staff
  • Constantly monitor front office communications logs
  • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy
  • Conduct weekly departmental meetings, and individual meetings as needed
  • Supervise delegated responsibilities and follows up
  • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par
  • Inform the General Manager of any unique situations, or unusual developments in front office operations
  • Handle guest complaints effectively
  • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services
  • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift
  • Required to cover all 3 shifts when there is a consecutive call off
  • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures
  • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area
  • Process reservations by mail, telephone, fax, and central reservation systems referrals

Job description

Reports To: General Manager

Requirements: • High School diploma or higher-level education. • 3 years of hotel front office experience,

• Proficient in PEP • At a minimum of 5 days per week. • Willing to work weekend and/or evening shift (flexible schedule).

General Responsibilities: • Directly supervise all front office personnel and ensure proper completion of all front office duties. • Direct and coordinate the activities of the front desk, reservations, and guest services. • Ensure the proper appearance of the lobby and all public areas, including the breakfast area. • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

Revenue • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy. • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels. • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

Profit • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

Quality • Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction.

Leadership • Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition. • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures.

Specific Responsibilities: • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations. • Responsible for the Night Audit. • Be proficient on the use of the Property Management System, and train front desk personnel on the system. • Have a good understanding of all of hotel operating procedures. • Enforce all existing and new policies and procedures with the front office and breakfast area staff. • Maintain proper staffing in all front office areas and the breakfast area. • Prepare and post the front office and breakfast area staff work schedules in a timely fashion. • Conduct regular performance reviews of front office and breakfast area staff. • Constantly monitor front office communications logs. • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy. • Conduct weekly departmental meetings, and individual meetings as needed. • Supervise delegated responsibilities and follows up. • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par. • Inform the General Manager of any unique situations, or unusual developments in front office operations. • Handle guest complaints effectively. • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services. • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off. • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures. • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area. • Process reservations by mail, telephone, fax, and central reservation systems referrals. • Process reservations received from sales office and other hotel departments. • Have complete knowledge of room types and offered rate plans. • Open and close out discount rates on reservation systems when applicable. • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows. • Process cancellations and modifications to reservations. • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates. • Optimum Attributes: • Effective communication skills • Open with praise, discrete with criticism • Self-motivated • Effective leadership skills • Pleasant personality • Well-groomed and professional appearance • Effective customer service skills • Performance Standards:

Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).

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