Job Description

The Hilton Garden Inn Raleigh-Durham/RTP is hiring for a Front Desk Manager/Sales Coordinator . The person hired for this position will need flexibility to work any shift; weekday and weekend availability is required.

POSITION PURPOSE:

The Front Desk Manager/Sales Coordinator position is a unique dual position. As a Front Desk manager, you will be critical to the universal success of the operations team. Your primary responsibilities include but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the Front Desk department. In this role, you will also be asked to support the Sales Managers with group and meeting/event clients. You will be responsible for securing and coordinating meeting/event details for all internal and external clients and you will ensure all related event/rooms requirements for groups and/or catering are documented and communicated to all hotel departments. At times, you will act as a liaison between Sales Managers and the customer to ensure complete customer satisfaction.

FRONT DESK MANAGER SUMMARY OF RESPONSIBILITIES

• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Hilton Brand Standards and SREE Hotel guidelines
• Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
• Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
• Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures and applicable laws; remain Hilton QA ready daily
• Drive team performance within Kipsu and SALT – Meeting all required thresholds set by Hilton and SREE.
• Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
• Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies

SALES COORDINATOR SUMMARY OF RESPONSIBILITIES

• Maintains & updates all active sales files. Log in pick-up of room nights, food & beverage, after event has actualized (Weekly) in sales database system.
• Uncovers as much information as possible from the meeting planner regarding the group’s habits in order to aid other hotel departments in their staffing, i.e. Front Desk.
• Supports Sales Department with any deliveries, shipments and disbursements of all group equipment and collateral.
• Updates functions (in book, calendar, or computer) as group’s agenda becomes finalized in order to minimize space needs and free space for other sales opportunities per request of Sales Management. Notifies appropriate Director/Sales Manager of any changes or additions to outlined agenda.
• Attend specific sales meetings and/or property specific meetings
• Must be aware of entire hotel operation.
• Follow up with group blocks prior to cut off date with group room pick up and confirming group cut-off date.
• Answer in-coming calls and direct or handle appropriate requests.
• Provide phone, email, and office coverage to assist customers as needed
• Block space, detail and create BEOs for all meeting/events. Work directly with the client to detail all aspects of their event, including, but not limited to menu planning, themes/décor/equipment, securing function space and more.
• Prepare group resumes, daily function report and BEO packets. Ensure all rooms/event information is distributed throughout the hotel.
• Resolve any issues, complaints and or problems that ensure quality product delivery and client satisfaction.
• Ensure all billing, commission payments, deposits, etc. are correct and processed accordingly.
• Conduct hotel site tours when needed or appropriate. Assist the Sales Managers with any site visit preparation per their request.
• Assist Sales Managers with inputting group rooming list, preparing convention kits and collateral to be used in house and on sales calls
• Type all proposals, contracts and BEOs on a timely basis and create appropriate file.
• Responsible for keeping the Sales Managers/Director appropriately informed of all messages taken in their absence.
• Attend pre-conference meetings to provide client satisfaction.

POSITION QUALIFICATIONS:

• Minimum of 3 years of Hotel Front Desk experience, including at least 1 years in a supervisory position
• Prior experience working in hospitality sales is preferred
• Experience using hotel reservation system such as FOSSE or PEP is a plus
• Bachelor’s degree (B.A.) from four-year college or university; or two-year college degree or two years related experience or equivalent combination of education and experience
• Ability to write routine reports and correspondence
• Organization skills and attention to detail
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Friendly and customer service oriented
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to work weekends is required
• 1st, 2nd, 3rd shift flexibility is required

PHYSICAL DEMANDS:

To perform the job successfully the candidate must be able to use a computer and other standard office equipment, count currency, perform basic arithmetic, talk to customers on the phone and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk frequently and stand for their entire shift. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.

Job Tags

Work at office, Immediate start, Shift work, Night shift, Weekend work, Day shift, Afternoon shift, Weekday work

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