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SalaryHCW Hospitality is an award-winning and rapidly growing hotel ownership and management company. Founded in 1992, our diverse portfolio of Marriott, Hilton & Hyatt hotels spread across four states and includes about 8,000 hotel rooms, and more are on the way! We are actively seeking talented and driven individuals to become a part of our team. We take great pride in providing exceptional care to both our associates and guests. We firmly believe that our associates are the foundation of our organization and therefore deserve the utmost support and recognition. To achieve this, we have created a warm and encouraging work environment that fosters both personal and professional growth for our staff.
The Hilton Garden Inn Chandler Downtown is currently recruiting for a relationship-driven Front Office Manager / Assistant General Manager who prides themselves on exceptional guest service and employee relations skills to continue to lead our very busy hotel to even higher heights and continued successes.
Who You Are:
- At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
- Supervisory experience required.
- Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
- Must have a valid driver’s license from the applicable state.
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
Job Duties & Responsibilities:
- Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all Guest Services personnel according to HCW Hospitality S.O.P.'s.
- Ensure compliance to brand and company training, using the steps to effective training according to HCW Hospitality standards.
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to HCW Hospitality S.O.P.'s.
- Conduct all 90 day and annual Guest Service employee performance appraisals according to 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 efficiency, monitor credit report and maintain close observation of daily house count.
- Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
- Supervise the Night Auditors function and monitor the daily reports for accuracy.
- Participate in required M.O.D. program as scheduled.
- Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
- Ensure all end of the month reports and processes are completed on time.
- Review all team members worked hours for payroll compilation and submit to HR on-time.
- Prepare bi-weekly employee schedule according to business forecast, payroll budget guidelines and productivity requirements. Present to General Manager for approval prior to distribution.
- Ensure that no-show and cancellation revenue is maximized through consistent and accurate billing.
- Maintain HCW Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Maintain a professional working relationship and promote open lines of communication with HCW leadership team, on-property managers, associates, vendors & community.
- Work closely with accounting on follow-up items.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Monitor the process of taking reservations ensuring that HCW Hospitality courtesy and up selling techniques are maintained.
- Greet and welcome all guests approaching the Front Desk in accordance with HCW Hospitality S.O.P.'s.
- Ensure implementation of all HCW Hospitality policies and house rules.
- Understand hospitality terms.
- Coordinate all aspects of the ongoing implementation of the HCW Hospitality philosophy of service and ensure HCW Cares program remains implemented.
- Ensure correct and accurate cash handling at the Front Desk.
- Attend monthly all-employee team meetings and any other functions required by management.
- Attend required staff meetings and provide training on a rotational basis using steps to effective training according to HCW Hospitality standards.
- Obtain all necessary information when taking room reservations.
- Work with revenue management & sales team to understand all rates, packages and promotions currently underway.
- Follow and enforce all HCW Hospitality hotel credit policies.
- Process and handle guest laundry (property specific).
- 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 HCW Hospitality standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly HCW team meeting.
- Focus the Guest Services Department on their role in contributing to the guest service 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.
- Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Other duties as assigned by leadership.
Job Type: Full-time
Pay: From $48,000 - $55,000 / year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Ability to commute/relocate:
- Chandler, AZ 85248: Reliably commute or planning to relocate before starting work (Required)
Experience:
- progressive hotel front desk: 2 years (Preferred)
Work Location: In person
Job Type: Full-time
Salary: $48,000 - $55,000 / year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Evening shift
- Holidays
- Weekend availability
Ability to commute/relocate:
- Chandler, AZ 85225: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Hotel: 1 year (Preferred)
- Hotel Brand (Hilton/Marriot/IHG): 1 year (Preferred)
- Hotel Supervisor/Manager: 1 year (Preferred)
Job Type: Full-time
Salary: $58,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
Work setting:
- In-person
Job Type: Full-time
Pay: $48,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evening shift
- Morning shift
- Night shift
- Weekends as needed
Ability to Relocate:
- Chandler, AZ 85225: Relocate before starting work (Required)
Work Location: In person
