Front Office Manager - Wyndham Orlando International Drive

Industry:
Hotels Clubs and Spas
Department:
Front Office/Rooms Division
Level:
Department Head
Location:
Americas North and South
Salary Description:
Competitive
Posted:
07-Dec-16
Recruiter:
Wyndham Worldwide
Job Ref:
1616705

Front Office Manager - Wyndham Orlando International Drive
23 Nov 2016

Wyndham Orlando Resort International Drive is positioned as the epicenter of excitement and one of the most unique meeting venues in Orlando with the addition of surrounding I-Shops, a hosts of new dining and shopping options, as well as I-Drive Live, including the Orlando Eye (inspired by London Eye Ferris wheel), Madame Tussauds Wax Museum and SEA LIFE Aquarium, one block away.

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, transportation, Bell Services and PBX in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

- Respond to all guests' requests, problems, complaints and/or accidents presented at the FrontDesk or through reservations, comment cards, letters and/or phone calls, an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

- Motivate, coach,counsel and discipline all Guest Services personnel according to Wyndham S.O.P.'s.
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham S.O.P.'s.
- Develop employee morale and ensure training of Guest Services personnel.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate varience, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e.flash report, allowances, etc.
- Attend daily and monthly Rooms Merchandizing meetings.
- Participate in required M.O.D. program as scheduled.
- Review GuestServices staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain Wyndham S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Ensure that WageProgress, Productivity and the Ten Day Forecast are completed on a timely basis according to Wyndham S.O.P.'s.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance,report generation and analysis, and simple programming.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use.
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s.
- Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position for Guest Services staff.
- Assist in preparation of revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Coordinate all aspects of the ongoing implementation of the Wyndham philosophy of service.
- Ensure correctand accurate cash handling at the Front Desk.
- Follow andenforce all Wyndham hotel credit policies.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Maintain and monitor "Lost and Found" procedures and policies according to Wyndhamstandards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Wyndham Way team meeting.
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office log book and Guest Request log on a daily basis.
- Be familiar withall corporate sponsored programs such as airline mileage, Triple Upgrade, orV.I.P. programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases,vouchering, schedules, forecasts, reports and tracking logs.
- Conduct meetings according to Wyndham standards as required by management.

Qualifications

Education & Experience:

-


- At least 5 years of progressive experience in a hotel or a related field; or a2-year college degree and 3 or more years of related experience; or a 4-yearcollege degree and at least 1 year of related experience.


- Supervisory experience required.


- Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical requirements:

- Long hours sometimes required.

- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

- Ability to stand during entire shift.

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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