Hotel Front Desk Manager/Sales Coordinator

Sree Hotels•Durham, NC

About The Position

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.

Requirements

Minimum of 3 years of Hotel Front Desk experience, including at least 1 years in a supervisory position
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
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.

Nice To Haves

Prior experience working in hospitality sales is preferred
Experience using hotel reservation system such as FOSSE or PEP is a plus

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
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.