Department: Front Office

Job Summary

Directly supervises all front office personnel and ensures proper completion of all front office duties.Directs and coordinates the activities of the front desk, reservations, guest services, scheduling, and telephone.

Reports to:

Assistant Manager or General Manager

Responsibilities and Duties:

Tasks Competencies

1. Participates in the selection of front office personnel. 

2. Trains, cross-trains, and retrains all front office personnel

3. Schedules the front office/transportation staff via GM approval 

6. Maintains working relationships and communicates with all

7. Ensures that T/A commissions are verified and processed weekly. 

8. Verifies that accurate room status/rate plan tracking information is

maintained. And properly communicated.

9. Resolves guest related problems quickly, efficiently, and courteously. 

10. Updates group information. Maintains, monitors, and prepares group

requirements. Relays information to appropriate personnel. 

11. Reviews and ensures that the nightly audit pack is complete and that

PMS reports are in complete balance 

12. Works within the allotted budget for the front office

13. Understands that he/she will be required to work front desk shifts. 

14. Ensures that credit card batches are balanced to PMS reports and

successfully submitted each day. 

15. Processes weekly invoices for direct bill accts. Updates GM with

weekly aging reports. Posts direct bill payments. 

16. Participates in regularly scheduled meetings of front office personnel. 

17. Wears the proper uniform/nametags at all times. Requires all front

office employees to wear proper uniforms at all times. 

18. Upholds the hotel's commitment to hospitality. 

19. Perform any and all duties not specifically outlined above that

are an inherent part of the position. Perform and execute any

requests made by corporate or supervisor in a cooperative

and expeditious manner. 

Requisites

Education:

Minimum of two-year college degree. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience:

Minimum of one year of hotel front desk experience, experience handling cash, accounting procedures, and general administrative tasks.

Physical:

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive

Assistant General Manager

Marriott Supervisory/Management Experience a plus

Duties & Responsibilities

SUMMARY:

Operates the property in a professional manner while optimizing guest satisfaction, employee morale, and hotel profitability. Directs and coordinates activities of the hotel staff to obtain optimum efficiency and economy of operations and maximize profits by performing the following duties personally or through subordinate supervisors. These duties include:

1) Coordinate and supervise rooms, sales, and maintenance department. Ensure that the highest standards of cleanliness, service, efficiency, teamwork and quality exist in every operation for our guest.

2) Maintain and promote positive guest relations through personal involvement and employee involvement.

3) Assist in recruitment, orientation, and training of line-level employees and department leaders. Progressively discipline and terminate employees as needed; Promote and develop employees.  Has the ability to operate employee “onboarding” via Netchex software.

4) Initiate and promote on-going training for all employees in an organized manner; Document and measure success of training.

5) Maintain positive employee morale through ongoing programs and daily motivation (huddles).

7) Work within the annual budget guidelines.

8) Conduct annual employee reviews; Coach and train to continually improve employee performance.

10) Supervise nightly audit; Review reports daily and make corrections as needed. Ensure that credit card transactions are processed for payment nightly, that all reports required by Ownership are timely emailed/posted/faxed, and that the computer backup has been performed. Ensures accounting software, M3, is balanced with PMS.

11) Supervises property procurement through IBuyEfficient software.

12) Monitor payroll expenditures via NETCHEX software; Assure that staffing is adequate for quality guest service and that costs are in line with staffing models and guidelines.  Distribute paychecks in accordance with corporate guidelines.

13) Ensure compliance with the Employee Handbook, and that all policies, procedures, federal and state laws are adhered to by all employees.

14) Maintain a working inventory of pantry/sundry shop, paper, office, amenity, linen and other guest supplies. Take inventories as outlined, and order as needed. Control inventories and achieve budgeted costs; Maintain storerooms in a clean, organized fashion.

15) Approve work schedules; Ensure that staffing is adequate and within established guidelines.

16) Have thorough working knowledge of property management system; Be able to enter direct bill accounts, and local negotiated accounts; Be able to pull marketing reports and tracking reports; Regularly audit system for clerk error; Be able to change rates and property information; Be able to utilize all systems to maximum potential; Telephone, laundry equip., HVAC, fire panel, etc.

17) Have thorough working knowledge of the brand central reservation system; Monitor daily for maximum rate yield (works with corporate revenue manager); Be able to transmit rewards program info., Travel Agent commissions, and Revenue Occupancy reports; Change status on system for occupancy as needed; Manipulate system to achieve highest rate yield.

18) Inspect property and guest rooms daily; Advise of deficiencies and correct; Make note of any repairs/improvements needed; Ensure that the highest levels of cleanliness and consistency are maintained; Develop and maintain project maintenance "PM" logs.

19) Monitor front office operations daily; Audit bucket checks and shift closings for accuracy.

20) Do daily bank deposits; investigate all over/shorts. Provide explanation to Corporate if needed; Resolve.

21) Handle all guest complaints in a sincere and expedient manner; Ensure guest satisfaction.  Monitor and respond to internet reviews (Trip Advisor, Expedia, Google, etc).

22) Handle all guest incidents with utmost care; Document as needed. Report any emergency situations or conditions immediately to Corporate; Advise Corporate of any incidents through reporting.

23) Ensure highest levels of safety; Hold quarterly fire drill training and fire drills; Check daily for hazards and correct immediately; Check lighting; Check locks and security devices. Check daily that front and side entrances are secured as per property security procedures. Ensure that all team members are trained in emergency procedures, that they read the procedure book annually, and that the procedure manual and emergency phone numbers are prominently displayed behind the front desk area. Ensure that all key controls and procedures are followed and are in place.

24) Maintain Manager's safe and all bank monies; Audit regularly.

25) Adhere to routine cleaning and maintenance schedules for HVAC's, carpeting, in-room upholstery, drapery, walls, mattress rotation and other periodic items as outlined on "Maintenance report”.

26) Achieve maximum achievable scores during Brand Quality Inspections.

27) Communicate openly and frequently with Corporate personnel, in order to maximize synergy.

28) Perform any and all duties not specifically outlined above that are an inherent part of the position. Perform and execute any requests made by General Manager or Corporate staff in a cooperative and expeditious manner.

NIGHT AUDITOR

We are currently taking applications for Night Auditor. Ideal candidates can work between the hours of 1100pm and 7am. This is great opportunity for someone who is balancing another career, going to school, or wants to get their start in hospitality! We're looking for a Night Auditor to assist guests with their overnight requests and balance accounts from the day shift. Night Auditor responsibilities include checking in guests, handling their requests and taking reservations. The Night Auditor also reconciles all accounts. Ultimately, you will provide excellent customer service to guests and keep the front desk and accounting operations running smoothly. Responsibilities

Check in guests, answer phones and take reservations

Respond to guest complaints, requests and emergencies

Process invoices, post checks to vendors

Reconcile accounts

Balance the cash drawer and log receipts

Investigate and resolve out-of-balance accounts

Keep accurate financial records and ledgers

Help prepare for forecasts and audits Skills

Proven experience as a Night Auditor or in a similar role, preferably in the hospitality industry

Experience with accounting and facilities management software

Excellent math skills

An eye for detail

Good problem-solving skills

Strong customer service skills

The ability to multitask

Strong written and verbal communication skills

Availability to work overnight 

Employee discount 

8 hour shift

Night shift

Weekend availability

High school or equivalent (Preferred)

Front Office

Job Summary

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks, and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. 

Reports to:

Front Office Manager

Duties and Responsibilities:

Requisites

Education:

High school graduate or equivalent. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace.

Experience:

Previous hotel-related experience desired.

Physical:

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

Food and Beverage

Job Summary

Responsible for the proper handling of the food and following all Hilton standards and any and all health regulation for our local community. Also in charge of proper cleanliness of the kitchen working with the steward (if available) for that purpose.

Duties and Responsibilities

General

1. Responsible for the sweeping and mopping the lobby and kitchen.
2. Empty all trash cans.
3. Wash all Dishes.
4. Clean all carts.
5. Clean and detail all kitchen equipment including ovens and hood vent systems.
6. Detail clean all aspects of kitchen including walls and table legs.
7. Clean all cold wells along with polishing any stainless or brass fixtures within the kitchen area.
8. Keep all shelving neat and organized.
9. All jobs must be done in a efficient and expeditious manner.
10. Cook food to order by standards.
11. Rotate in coming food with old ((F.I.F.O) First In, First Out)).
12. Prep food for the next day’s use including any and all pantry items that the kitchen supplies.
13. Responsible for coming up with creative ideas for “Chef Specials” and working in conjunction with Food and Beverage Director to implement them.
14. Responsible for communicating to the Food and Beverage Director what foods the restaurant is needed or running low on.
15. May be required on some occasions to place food orders.
16. Always wear company approved uniforms with name tags, hats and slip resistant shoes.  Not wearing approved uniform could cause you to be sent home without pay.
17. The Food and Beverage Director reserves the right to add or subtract any duties from the before mention along with taking disciplinary actions if any one of the job descriptions has not been completed or if not completed satisfactory to comply with company standards.

Supervisor

Assistant General Manager

Department:

Food and Beverage

Job Summary:

Responsible for attending to our guest and the cleanliness of the guest areas of the restaurant.

Duties and Responsibilities

General

1. Greet the guest within thirty seconds of their arrival into the restaurant.
2. Offer the guest drinks and fill the order.
3. Explain our menu along with any chief specials that we may be serving. 
4. Take their order and fill the order, making sure that food arrives at the table within eight minutes from order time.
5. Round out their meal by offering desert after their meal along with any after dinner drinks (if server/bartender is working the evening shift).
6. Present the check. (Breakfast servers present the check when presenting the food).
7. Making sure that all tickets including vouchers are rang up in the P.O.S. System.  NO EXCEPTIONS.
8. Servers are responsible for setting up the front desk coffee bar and breaking it down as well as maintaining it throughout their shift.
9. If in-room dinning is being offered, server/bartender is responsible for delivery of food ordered to the room within thirty minutes of order time.
10. Breakfast servers are responsible for setting up tables for dinner and stocking up all cabinets full of glasses.
11. Dinner servers are responsible for setting tables up for breakfast and stocking up cabinets full of glasses for next day use.
12. Both breakfast and dinner servers are responsible for “rolling” their own flatware for next day use.
13. Clean as you go all guest visible areas, (breakfast cold bar, sneeze guards etc.)
14.  Bust all tables immediately unless it interferes with taking a guest order, in which case, you will take the order then bust the table(s).
15. All windows, windows seals, doors and etc. should be cleaned daily for finger prints and dust.
16. All shelving should be check daily and dusted when needed.
17. Carpet should be vacuumed daily.
18. If no steward is available, server is responsible for sweeping and mopping as well as cleaning all glassware and flatware.
19. Bartender is responsible for following all recipes on our drink menu and reporting any broken or spilled alcoholic beverages on the waste sheet.  Always keeping in their mind our 21% beverage cost goal.
20. ALWAYS keep our focus on our guests.
21. The Food and Beverage Director reserves the right to add or subtract any duties from the before mention along with taking disciplinary actions if any one of the job descriptions has not been completed or if not completed satisfactory to company standards.

Housekeeping

Job Summary

To supervise the cleanliness and the appearance of guest accommodations and public space and see that all personnel performing housekeeping operations carry out their assignments in accordance with established standards. Duties and Responsibilities

General

1. Makes up morning work assignments to ensure all areas of building are properly maintained in accordance with cleanliness standards.
2. Supervises the activities of Room Attendants, Laundry, Housemen, and Night Cleaners engaged in all types of the hotel cleaning operation. Maintains company productivity standards.
3. Notifies maintenance of any needed repairs.
4. Responsible for the inspection of ALL rooms daily, ensuring cleanliness standards are being met.
5. Helps guests and employees in every way possible when called upon and does it willingly and pleasantly.
6. Lists and itemizes lost and found items.
7. Checks any vacant rooms for condition and possible occupancy, reporting any discrepancies to Management.
8. Checks rooms to ensure that lights are working properly. Inspects for needed repairs, such as, wallpaper and painting needs, etc.
9. Reports and delivers valuable items to the Manager's Office as early as possible after a guest has checked out.
10. Perform any and all duties not specifically outlined above that are an inherent part of the position.  Perform and execute any requests made by corporate or supervisor in a cooperative and expeditious manner.

Positions Directly Supervised

• Housekeepers
• Housemen

Responsible For:

All linens, blankets, and room supplies; equipment, vacuums, washing machines, dryers, etc.

Supervisor

Executive Housekeeper

Requirements

Must have extensive knowledge of hotel housekeeping and cleaning techniques.

Room Attendant

Department

Housekeeping

Job Summary

To maintain a clean and appealing guest room according to policy standards.

Duties and Responsibilities

General

1. Change bed linen daily.
2. Vacuum carpeting.
3. Dust all furniture (picture frames, bed frames, lamps, TVs, dressers).
4. Remove fingerprints and smudges (ex. mirrors, shiny surfaces, windows, etc).
5. Thoroughly clean the bathroom area - wash shower stall, sink, floor, toilet, etc.
6. Make sure that the standard room set-up is complied with.
7. Report immediately all damage found in a room.
8. Report immediately all missing items in room. Report immediately personal guest items found in vacant rooms.
9. Notify Executive Housekeeper of all rollaways or cribs in rooms for pick-up and storage.
10. Take responsibility for pass key and make sure it is turned in daily.
11. Turn in immediately all "lost and found" items to Executive Housekeeper.
12. Report immediately to the Executive Housekeeper:
• No luggage
• No service needed
• Sleep outs
• Extra guests
• Anything unusual
13. Shut off all lights, TVs and air conditioners when leaving room.
14. Assist housekeeper in any additional cleaning chores she may assign.
15. Perform any and all duties not specifically outlined above that are an inherent part of the position.  Perform and execute any requests made by corporate or supervisor in a cooperative and expeditious manner.

  * Daily communications with the Manager-on-Duty are mandatory each day to arrange work orders and projects and to maintain communication.

 * Perform routine maintenance and minor repairs in the areas of electrical, plumbing, heating and air conditioning, refrigeration, building and pool.  Licensed contractors are called in for major repairs, installations and some preventive maintenance. Also should be well trained in safety, security and emergency procedures.

 * Maintain a log on each room by filing the hard copies of the maintenance work orders, according to room number or specific public area.  This will help indicate any recurring problems in a certain area.

 * Inspect the swimming pool daily, maintaining the proper chemical balance.  Record chemical readings in the log required by OSHA and the South Carolina Department of Health and Environmental Control (DHEC).

 * Clean the swimming pool, deck, and furniture.

 * Maintain a small supply of items necessary to make minor repairs.  These would include tub stoppers, toilet knobs, grouting supplies, spare chrome, etc.

 * Assist the Head Housekeeper during deep cleaning by pulling out beds and credenzas.

 * Must wear a radio provided by the hotel.

* Ensure that proper safety and security measures are followed. 

 * Company policy requires that each guest room and common area be maintained in first-class working order.  This is accomplished by upgrading and repairing each room and common area continually. The Chief Engineer will decide which items can be repaired by the Maintenance Engineer and which need to be repaired by outside contractors. 

  * Report any unusual occurrences to the General Manager and complete an Incident Report.

 * Perform other duties as requested by the General Manager.

Typical Work Orders (Including but not limited to):

v  Re-hang fallen towel racks

v  Repair/Plunge toilets and tubs

v  Check HVAC units

v  Put new washers on leaky faucets, unclog drains

v  Furniture repair

v  Replace or repair broken drapery rods

v  Remove water from under tub liner

v  Repair door locks

v  Repair exhaust fans in bathrooms

v  Re-hang and re-string draperies

v  Light grounds keeping and landscaping duties

v  Closet doors off track

v  Make minor laundry room repairs (washers and dryer belts)

v  Make minor kitchen repairs

v  Repair grouting

v  Repair vacuum cleaners and maids' equipment

v  Replace/repair PTAC units