Front Office Manager - The Westin Richmond - Rated Aaa Four Diamond Hotel

POSITION PURPOSE
The ideal candidate will have a passion for hospitality and provide exceptional distinctive premium service to our guests. If you enjoy working in an elegant atmosphere, fast-paced environment as well as working in a team environment, this is the ideal job for you!
Responsible for management of Front Desk, Service Express, Guest Services, Bell staff, Concierge and the overall guest experience. Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service during pre-arrival, throughout the guests' stay, and post departure. Act as Manager on Duty on occasion and respond to emergency situations as necessary. Responsible for the hiring, training, and direction of all department associates. The right candidate for this very important role will be friendly, outgoing, professional, have a positive demeanor and excellent communication skills. You should be able to delegate effectively, demonstrate initiative, take ownership of issues and have good problem-solving skills.
Essential Functions

• Must be capable of performing all front office positions.
• Ensure efficient guest registration, check out and telephone services.
• Work in conjunction with accounting to maintain and minimize levels of account receivables through daily management of the property management system and guest accounting.
• Responsible for hiring, training and directing all front office associates.
• Supervise the front desk associates, ensuring the correct sequence of events for proper registration and check out of guests.
• Ensure all front office associates utilize proper guest relations techniques so that guests are handled both courteously and professionally.
• Observe all front office associates and ensure that established procedures are completed in accordance with policy, i.e., proper identification and credit are established for all transactions.
• Assign specific tasks to front desk associates relative to credit, missing addresses, posting charges, and overall cleanliness and organization of the front office.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction as Manager on Duty

Other
Regular attendance in conformance with the Hotel's standards, which may be established from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with the Hotel's rules and regulations for the safe and effective operation of the hotel's facilities.
Specific Job Knowledge, Skills And Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must possess advance computer skills.
• Must be able to read and write to facilitate the communication process.
• Must possess exceptional computational ability.
• Requires exceptional communication skills, both verbal and written.

QUALIFICATION STANDARDS
Education
Experience
High school or equivalent education required. Bachelor's Degree preferred.
Previous hotel management experience is required. Requires excellent communication skills, both verbal and written. Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.