Hospitality Representative

The Residence Inn by Marriott located in Billings, MT is currently seeking a service oriented dynamic individual who is motivated and passionate about hospitality to manage the Front Desk operations.

The Front Office Manager will be responsible for leading the front desk team to ensure the effortless and seamless movement of guests in and out of the hotel, and to provide exceptional levels of service throughout our guests' stay. This position will be responsible for the day-to-day operations of the front desk guest services team and will ensure guest service standards are being applied consistently along with the hotel brand policies and procedures.

DUTIES:

• Manage procedural aspects of the front desk.
• Develop and implement procedures to ensure that all front office activities and services meet or exceed the established standards and goals.
• Manage the scheduling, training, coaching and development of team members as needed.
• Manages the departmental budget. Monitors revenue, expenses, and labor costs.
• Ensure that all team members are displaying exceptional service in every interaction with the guest.
• Ensure that all team members are always displaying our company values with the guest and other team members.
• Ensure guest and employee needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable.
• Ensure proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Ensure that all safety and security policies and procedures are followed.
• Display an understanding of all front office standards and assisting in solving deficiencies and creating efficiencies.
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest. Maintain, update and share this information with the team.
• Maintain an up to date working knowledge of all property amenities as well as any special events.
• Follow all company policies and procedures, reporting accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information, protecting company assets.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Demonstrate positive leadership characteristics that empower and inspire employees to meet and exceed standards.
• Perform front desk agent duties as necessary, such as registration, check out and processing room reservations for guests.
• Perform valet duties as necessary, including retrieving/delivering vehicles from the city garage and processing permits.
• Perform other reasonable job duties as requested by the Hotel Manager.

QUALIFICATIONS

• High school diploma
• 2 years Front Desk Management experience required.
• Strong written and verbal communication skills required.
• Experience leading a team required
• Previous customer service or guest relations experience required
• The ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
• The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• The ability to solve practical problems when only limited standardization exists.
• The ability to interpret written and oral instructions.
• Must possess basic negotiation skills and strong customer relations skills.
• Strong computer skills: Full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.