Massachusetts Jobs

JOB SUMMARY This is an advanced professional and administrative position responsible for the successful operation of the front office and guest relations functions while maintaining quality standards, profitability and customer satisfaction. ESSENTIAL JOB FUNCTIONS This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. ? Monitor and check the quality of customer service at the front desk and doorpersons, resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions. ? Evaluate costs to reduce spoilage, waste or other factors that cause costs to rise; sell rooms to maximize revenues. ? Estimate staffing level requirements based on the new staffing model, customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll. ? Make personnel decisions (hire, terminate, promote, adjust salary- with the support from HR); instruct new employees; observe and evaluate job performance of subordinates to provide feedback; develop/utilize tools to promote programs to improve productivity, safety, profitability, etc.; motivate staff and maintain excellent employee relations. ? Recommend and administer all company policies and procedures; maintain compliance to all local, state, and federal laws; demonstrate a professional manner with regard to compliance of all policies; notify hotel management of problems needing immediate attention such as serious customer complaints, policy violations, safety concerns, cash shortages, etc. ? Perform front desk duties including check-ins and check-outs when busy and the employees need assistance; handle all account issues with checkouts including direct bill, gift certificates, vouchers, etc.; process folio?s in a timely manner; handle staff?s cash handling discrepancies. ? Coordinate with all department heads to ensure efficiency and profitability of hotel. ? Inspect facilities and equipment for clean, safe, and/or sanitary conditions and compliance to hotel standards. ? Maintain professional appearance according to company standards and ensure that appearance standards are maintained by all employees. ? Demonstrate working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adhere to established lost and found procedures. ? Maintain good communication within hotel and department; conduct and facilitate effective meetings; prepare correspondence, instructions, etc. ? Perform all other duties as assigned by management. ? Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment. ? Be familiar and able to perform duties on all shifts, including Night Audit. ? Adheres to all company policies and procedures. ? Follows safety and security procedures and rules. ? Knows department fire prevention and emergency procedures. ? Utilizes protective equipment. ? Reports unsafe conditions to Maintenance, HR and GM. ? Reports accidents, injuries, near-misses, property damage or loss to management and alerts HR right away. ? Provides for a safe work environment by following all safety and security procedures and rules. ? All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook). ? Assists other Front Desk Personnel when need. KNOWLEDGE, SKILLS & ABILITIES ? Considerable skill in the use of a calculator and prepare moderately complex