ABOUT US

At Zachry Hospitality, we are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:

Every Person Matters

Together We Can Do Great Things

This Is More Than a Job

BENEFITS:

• Company paid short-term and long-term disability.
• Medical, dental and vision insurance
• Fidelity 401K retirement plan with employer matching up to 6% of contribution
• Hilton Hotel Travel Discount Program
• Paid Time Off (PTO)
• Free Meal
• Free annual VIA bus pass
• Quarterly Incentive Bonus
• Referral Bonus Incentive Program
• Team Member Assistance Program

JOB PURPOSE:

To supervise all services provided by the Front Office department in order to maintain the highest level of courteous, professional, and efficient service to all guests. Plan, organize, and maintain daily checklist per shift to meet the demands of the hotel guests in an effective and efficient manner. Ensures that the department is up to and above hotel standards and presents a professional manner at all times. Assist the Guest Services/ Transportation Departments as needed.

ESSENTIAL FUNCTIONS:

• Monitors and improves the performance and consistency of the department. This includes the coordination of the monitoring and discipline of all staff members to include implementation of a job skills training list/ manual and program to assist them. Establishes goals with all the team members and monitor their progress on these goals. Assist, coach, and instruct regarding these goals as necessary.
• Ensures the all team members are being coached on empowerment to ensure guest satisfaction.
• Designs and implements sustainable procedures to achieve Front Office e-Check-In registration at the desk and recognize guests membership program.
• Ensures that the Front Desk is consistently interacting with guest and is moving outside of pods to ensure a warm welcome to all guest arriving/departing the hotel.
• Coordinates VIP, e-checkin and special needs reservations to ensure consistency with profiles and reservations request.
• Monitors department checklists daily to ensure completion. These checklists will be turned in to the manager on duty at the end of each shift. Follow-up with staff when tasks have not been completed. Encourage improvement and empowerment.
• Ensures the staff is monitored to meet the hotels standards on performance.
• Ensures the team is provided with as much positive reinforcement as negative reinforcement and discipline. Ensure constant feedback, both positive and negative is being relayed to the team members and updated in their files.
• Continuously monitors the performance of the teams in soliciting guest comments. Handle discipline and encouragement in this area. Ensure hotels goals are achieved in this area and the information is relayed to other departments in a timely manner.
• Assess the impact of business changes on the departments schedule and ensure immediate reaction.
• Ensures an environment of empowerment in the Front Office in which each team member is comfortable taking action they believe by their own discretion is in the best interest of the guest and the hotel.
• Other duties as assigned.

EDUCATION:

High school graduate or equivalent preferred.

EXPERIENCE:

One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.