The front office of a hotel is perhaps the most important area of the organization.

The employees that make up his department are the first and sometimes only representatives of the establishment with whom guests interact. Although the organizational structure of the hotels front office varies depending upon whether the facility is a small business or a large resort, certain roles are found within all organizations. Front Desk Manager The front office manger or front desk supervisor overseas all front office operations for the hotel. As staff manager, this individual schedules employees to ensure that there is proper coverage and all times. She also implements any policies or procedures that are administered by hotel management. When VIPs, such as celebrities or dignitaries, stay at the establishment, she is often responsible for giving them the personal attention they require. In most instances, the front desk manager reports to the hotels general manager. Reservations The reception and reservations employees of a hotel front office interact with guests the most. Reservation clerks communicate with perspective the guests via the telephone and Internet, scheduling their stays and documenting any special needs they may have. For example, if a guest requests a room on a nonsmoking floor, the reservation clerk will make special note of this, so that an appropriate room will be ready when the guest arrives. Reception When guests arrive, front desk clerks check them in, imputing their names into the facilities registry, assigning them to a room and answering any basic questions or requests the guests may have throughout their stay. For example, a guest may call the front desk to report a leaky bathroom faucet. The clerk would then contact the maintenance department so that the appropriate repairs can be made. At the end of the guests stay, a front desk clerk checks them out. In addition, the clerk reports any concerns the guest man had to management. Porter Service A hotel bellhop or porter greets guests once they checked into the establishment. This individual carries the guests luggage while showing them to their room. Ensuring that everything in the room is in order and properly working, the porter checks room equipment, such as lighting and ventilation. He may also instruct visitors in the operation of hotel systems, such as the television remote control and telephones. Concierge The concierge of a hotel is a front office professional who coordinates guests entertainments, travel and other activities. Any time guests have a question, such as directions to local attractions, she finds the answer as quickly as possible. In addition, she makes restaurant reservations, orders car service and may even arrange personal shopping for the guests.

Hi, you ever went to a job interview and totally froze? Well I have and I wished I knew what questions the hiring manager wanted to ask. Below are questions asked by hiring managers in todays Hotel Front Desk job interview. feel free to use these questions. Check out more hospitality job interview questions and answers Why did you leave your last job as a Hotel Front Desk? We have all forgotten something important at one time or another. Suppose, hotel guests requests a wake-up call and you forgot. The irate hotel guest is now lodging a complaint to your manager. How would you handle the situation? What is your experience with accounting and verifying cash, shift activity keys, gift certificates and wireless Internet cards? How do you ensure that the front desk is stocked with the items that he needs before the guests arrive? All front desk employees are expected to keep the front desk area tidy. What if you were aware that one of your coworkers was not tidying the area and the customer lodged a complaint. How would you handle this? What are the five most important traits for front desk position? What is your background in completing shift audits? All front desk employees are expected to complete rooms status reports every two hours. Suppose you became aware that a coworker was submitting false reports. What would you do? How have you been able to convince a hotel guest when she/he did not agree with you? Of which writing assignment or achievement are you proudest? Have you ever made a decision involving the allocation of funds? What were your considerations? Its hard to stay on top of everything going on in an area. Describe a time when you didnt observe a developing problem. What happened? All jobs have their frustrations and problems. Describe some specific tasks or conditions that have been frustrating to you as a Hotel Front Desk. Why were they frustrating? Describe a situation in our job as Hotel Front Desk in which you were expected to keep the line moving or production at a specific level. Do you have long- and short-term goals for your department as a Hotel Front Desk? How did you set them?

To achieve the best possible performance from a hotel's front office, Fidelio's Front Office Management software is an invaluable asset to your business. This is one of the world's best selling front office systems, and it's the system of choice for Hilton International, InterContinental, Mandarin Oriental, Forte, CIGA and many other chains and independents around the globe. Overview Fidelio Front Office is an integrated family of property management software modules that work together to maximize the efficiency of the entire organization. Front Office includes features that speed and simplify all of the functions needed to serve guests, manage hotel operations, and maintain an efficiently run enterprise. All Front Office features are designed to be easy to learn and use. The standard Front Office configuration provides a complete array of hotel management modules including Reservations, Front Desk, Cashiering, Housekeeping, Night Audit, Leisure Management, Rates and Availability, Groups and Blocks, Guest History and Profiles, Reporting, and Security. The many user-definable features allow Front Office to be customized for any hotel environment regardless of size or functionality requirements. Front Office offers interfaces to a host of third-party systems. In addition, Front Office can be combined with other Fidelio products such as Sales and Catering, Food and Beverage, Engineering Management, Accounts Receivable, Travel Agent Processing, and Frequent Flyer. Front Office can also be integrated with the MICROS-Fidelio Central Systems ? the Customer Information System, and the Central Reservations System ? for comprehensive central management of guest profiles, memberships, rates, and reservations. System Architecture

Network: Windows NT Server 4.0 or Novell IntraNetware 4.1 are supported. Database: xBase running under DOS 6.22/Windows 3.11. Client: Windows NT 4.0 Workstation or Windows 95.

Hardware Configuration

Application Server: Scalable to support any size property, from 100 rooms on up. Basic system is 166MHz Pentium, 128M RAM, with 4G hard drive. Database Server: 133MHz Pentium, 16M RAM, standard hard drive. Standard Client Workstation: 166MHz Pentium, 32M RAM, standard hard drive. Other Hardware Requirements: Backup workstation, Night Audit workstation, interface PC, printers.

Software Features: Following is a brief list of some of the main features offered by Front Office.

Reservations: Front Office features handle all aspects of the reservation process from setting up rates and booking the reservation to change management, shares, and profiles.

Multiple Reservation Types: Individual, company, travel agent, source and group. Easy setup: defaulted values, automatic calculations, picklists. Room rate/type availability can be linked to hotel sales strategy. Availability display can show important events. Waitlisted reservations. Create and break shares. Guest loyalty awards and memberships handling. Profiles for guests, companies, travel agents, sources and groups may be attached to reservations. Suite handling. Unlimited rate codes. Automatic or manual rate assignment. Rate projections in multiple currencies. User-definable Confirmation letters automatically generated via fax, e-mail. Routing instructions for billing. Supports reservation queries by over 30 characteristics (e.g., name, partial name, arrival or departure date/time, source, confirmation number, travel agency, membership number, etc.). Reservation modifications, cancellations (including mass cancellations), reactivations. Copy feature supports add-on reservations. Easy automatic room assignment by arrival date, group order, rate code, market code, room type, room features, etc. Guest message management including support for multiple languages. Multiple traces handling. Action traces may be assigned to specific departments. Certain types of traces can be handled automatically on due date. Package elements may be added to the reservation "on the fly".

Groups and Blocks: Front Office efficiently manages group reservations for tours, conventions, social affairs, and business meetings.

Ability to set up group room blocks and allocations. Blocks may be set up to allow overbooking (elastic blocks) or not. Special group rates. Integrates with Fidelio Sales and Catering. Multiple cutoff dates supported. Automatic release of unsold rooms by cutoff date. Tour series (recurring blocks). Create rooming lists. Automatic room assignment, optionally based on room type, room features. Group or individual check-in and check-out. Group generation of keys. Group or individual action traces and messages. Individual billing or group master folio. Group statistics and reports.

Rates and Availability: Front Office includes sales strategy tools to maximize occupancy and revenue.

Unlimited rate codes supported. Rate availability can be based on rate code or category. Change availability of rate code, rate category, or room type globally or based on dates, day of week, or on day-to-day basis. Room status can include: Open, closed, closed to arrival, minimum length of stay, minimum stay through, etc. Rate grid allows selection of available rates based on reservation data. Set overbooking level for hotel per day and per room type. VIP override of overbooking parameter.

Packages: Front Office can handle even the most complex package requirements.

Package prices can be added to rates or included in the rate. Package elements can be printed on separate folio lines.

Package prices may be per adult, per child, per person, or flat rate. Variety of posting rhythms supported. Integrates with POS to simplify handling of inclusive meals.

Front Desk (Check-In, In-House): A complete selection of features to expedite front desk responsibilities.

Query arrivals and in-house guests by over 30 reservation characteristics. Quick location of guest information for check-in, viewing, modification. Display available rooms by type, any combination of features, or status. Optional automatic room assignment. Walk-in handling. Modification of any reservation details. Option to print registration card. Up to four folios per guest. EFT interface for obtaining automatic credit card authorization. Credit authorization may be set up to include or not include room rate. Multiple guest messages in user-defined languages. Send messages to individuals or to groups (based on VIP status, arrival or departure status, group, etc.). Sort, display, print messages. Supports virtual DID numbers for voice, modem, fax, pager, etc. Maintains room history. Easy room moves.

Profiles and Guest History: Front Office gathers and manages information that can make the reservation process more efficient, increase guest satisfaction and augment revenues.

Create profiles for individual guests, companies, agents and sources. More than 20 standard information fields, plus user definable fields. Master Account numbers, Frequent Flyer and Frequent Guest memberships. Guest room preferences that become default when reservation is booked. Cashlist and restricted list. VIP override of overbooking parameter.

Commissions for agents, source, clients. Multiple credit cards per profile. Match and merge duplicate profiles. Revenue and statistics displays for up to 3 years. Purge program removes inactive profiles. Create mailings by user-definable selection criteria. Statistical reports include revenues, stays, nights, no-shows, cancellations, etc., by guest, company, travel agents and sources.

Guest Accounting Features: Front Office accounting features allow detailed tracking of deposits, payments, taxes, and may other specifics related to billing and revenues.

Up to 799 user definable department codes and 9999 articles. 50 paid out and 50 non-revenue accounts. 80 payment accounts (credit cards, currencies, bank transfers, etc.). Routing instructions for automatic posting of specific charges, with or without date limits. Modify and split postings. Manual adjustments to room and tax postings. City ledger accounts. Postings after check-out. Display and print folios for checked out guests. Interfaces to POS, PBX, minibar, etc. Reservation deposit accounting features.

Check-Out, Folio and Cashiering: Front Office Cashiering features assist in guest check-out, folio preparation.

User definable folio format in up to five languages. In addition to regular folios, print advance, interim, and information folios and pro-forma invoices. Detailed folios, expense folios, daily group summaries, and over 20 other folio styles. Remote check-out interface. Quick check-out without folio printing.

Early departure with pre-posting of room and tax. Automatic detection of late departures. Unlimited payment combinations (e.g., credit card, cash, direct bill). Batch folios can be printed using numerous customizing options. Group check-out. 99 cashier numbers. Check and currency exchange. Supports triangular Euro exchange requirements. Complete cashier journal. Cashier closeout with automatic balance calculation. Fixed starting balances and blind drop.

Night Audit: Balance the day's activity and complete the hotel's accounting functions for the day.

Post room and tax charges, other fixed charges. Process guaranteed no-shows, change status of non-guaranteed no-shows. Display open cashiers, departures not paid, no-shows. Prepare unlimited management reports and statistics. Perform block control (respond to cutoff dates). Create system backups. User-definable Night Audit sequence, management report selection.

Reporting: Front Office report generator provides a full range of standard and custom reports.

Report menus for Guests in House, Reservations, Financial and A/R, Night Audit, Housekeeping, Profiles, Statistics, and other features. User-definable printer setup files. Comparison with previous year (day, month, year) and budget. Mailing module (mail merge, labels, confirmation letters, etc.). Fax interface.

Housekeeping and Rooms Management: Front Office features assist with details of housekeeping and maintaining room inventory.

Housekeeping status by room type.

Room assignment and allocation reports. Attendant worksheets. Room attendant productivity reports. Room discrepancy reports. Change room status via telephone interface. Function key room status display. Linen management features. Quick cleaning options. Out of order and out of service statuses.

Leisure Management: Easy control of unlimited activities that are reserved by time slots, such as tennis courts, golf tee-times, massages, horseback riding, hairdresser, etc.

Graphical reservation booking screen. User definable time slots. Seasonal and time-sensitive pricing. Bookings for guests, staff, members, walk-ins. Leisure activities may be supported through service outlets.

Setup and Configuration: These Front Office features make it easy to get the system on-line and to customize and modify the system to meet the needs of the hotel.

32 flexible room type definitions. Unlimited number of rooms supported. 10 reservation types supported. Unlimited rate codes. User definable guest award system. Multiple language support. Multiple currency support with foreign currency exchange rate support. Market codes, source codes, region codes. Over 100 parameter "switches" to customize Front Office for country, tax handling, etc. Unlimited number of users.

External programs (DOS) can be called from Fidelio main menu. User-defined standard texts (in multiple languages) for registration cards, confirmation letters, folios, etc. Custom fonts and page layout. Customized general hotel data (decimal points, default country, default currency, VATs, commission percentages). User-definable Night Audit sequence, management report selection.

Security: Non-intrusive security features protect against misuse and unauthorized access.

User ID and password uniquely identify each system user. User activity log audits all system activity. User rights control access to system features. Special cashier identification. Passwords may be set to expire at regular intervals, with or without a grace period. Individual user IDs may be suspended to disallow logon without deleting user information.

Interfaces: Front Office may be integrated with a host of MICROS-Fidelio and third-party systems.

MICROS-Fidelio CIS and CRS (Customer Information System and Central Reservation System). Fidelio and third-party Sales and Catering systems. Fidelio and third-party Back Office systems. Telephone and Call Accounting systems. MICROS-Fidelio and third-party Point of Sale systems. Key Service systems. Electronic Funds Transfer systems. Energy and Engineering Management systems. Voice Mail systems. Paging system. Remote Check-In and Check-Out systems. Yield Management systems. Minibar and Vending systems.

Customizability and Ease of Use Features: The design of Front Office includes a variety of features that make it user friendly and easy to learn.

Immediate access to the most used features from anywhere in the system via function keys. Screen painter lets you create user definable screens for guest address, company address, guest history, reservation, check-in, check-out, etc. User definable colors for screens, pick boxes, help text, input fields, etc. Pull-down menus. Configurable context-sensitive help. Hotel floor plan. Built in tools such as a currency exchange calculator and text editor.

Profesional Solution. wInner FO is a complete Front- and Backoffice solution for Hotels, Resorts and hotel chains. It is a state-of-the-art Property Management System utilising Microsoft Windows, touch-screen technology and integration with Microsoft Office. The applications are configurable to your specific requirements making it easy to use and to obtain fast, accurate, up-to-the minute information for your individual hotel or in a complex hotel environment running multiple properties.

Flexible and efficient. wInner FO offers unique flexibility that helps you maximise operational effectiveness and bottomline performance. Whether you operate a single hotel or a hotel chain, wInner FO can be scaled to serve you business needs. The software is highly customisable, and even the screen lay-out, mandatory fields and more can be set according to your wishes. This makes wInner FO a solution you can adapt to any type and size of hotel.

Easy and Simple. Since staff turnover in the hospitality industry is often high, weve given a lot of thought on the design of wInner FO. We listened to our users and we went in the field to witness how our systems were being used. As a result we came up with a system that is fast, easy to learn, intuitive and reliable. From the beginning, wInner FO has been designed with the use of a touch screen in mind. This makes wInner FO one of the easiest systems of its kind, even for staff with limited experience on the system.

Guest Focused. With wInner FO you can significantly improve guest service and increase guest satisfaction. Extended guest history makes it possible to recognise returning guests immediately and offer personalised service. The Services module provides unseen functionality and gives you the ability to reserve any

kind of service your customer may require. Service reservations can even have an inventory, or cost reference, and as such they will be charged automatically to the guest account after check-in. Even at checkout, wInner FO makes the most complicated situation a snap. Transferring or posting charges, splitting the invoice, creating company invoices, or simply grouping charges on a folio, it can all be done with a few touches on the screen. With wInner FO checkout queues will become a thing of the past.

Reservations. Whether you are reserving for an individual guest, an event, a group, tour or travel agent, wInner FO uses one single reservation form. This makes it extremely easy for your staff to learn the reservations process. Using the customer database, returning guests information is linked to the reservation in a matter of seconds. Information such as availability, rates and meal plans can be accessed with one single touch. Searching the correct rate happens automatically based on the reservation details. Using wInner FO you can easily handle individual-, shares-, group or option reservations, as well as manage waitlists and denials. Confirmation letters or rooming lists for groups can be printed at any time. Reservations are confirmed using different guarantee types like 6PM, guaranteed and deposit. The use of market codes during the reservation process can generate a detailed market segmentation of revenue figures. wInner FO offers unseen flexibility when it comes to guest accounting. For example, a reservation can have an unlimited number of folios making any combination of bills and invoices possible. Our unique tools such as charge routing and charge referencing make it possible to pre-define the number of invoices and their content. As a result, upon checkout the guest will automatically get the invoices as requested, no additional manipulations are required. An extensive library of reports lets you manage the reservations department in a very efficient manner. You can analyze historical data or look ahead and anticipate using wInner FOs detailed and clear forecast reports.

Reception. With wInner FO checking in guests is a single step action. One click will perform the check-in, a room key will be made1, the telephone extension will be opened1, and a welcome message displayed on the television1. An intuitive and interactive room rack makes it very simple to manage in-house rooms. From this Rack screen you can handle all actions required for posting, services management, and even room status changes. Cashiering is very straightforward and is integrated in the reception screen. One click brings up the posting screen and the posting menu is one of the easiest in its kind. From the Checkout screen, folios and invoices can be requested or consulted at any time during the guests stay. In order to facilitate a flexible checkout process, folio handling has been made very easy. Folios can be readily added or removed; charges can be transferred or corrected with a minimum of effort (subject to user permissions).

Financial Accuracy.

wInner FO offers full invoicing functionality with unseen capabilities. Postings and cashiering are done using a very simple and easy POS like screen; no need for your staff to learn and remember posting codes or numbers. With a touch of a button you can post a charge, and wInner FO will make sure revenues are recorded and invoices tracked. wInner FO has a detailed, fully configurable Trial balance, and can trace up to 14 accounting periods. wInner FO also offers a range of interfaces to Back Office Accounting systems. No need to pay your accountant for re-keying invoices into the accounting system, it can all be done seamlessly and a lot faster.

Housekeeping. wInner FO offers a housekeeping module that provides easy room status management. The housekeeping department has real-time access to the status of each room, and with an interface to the PABX the room can be set to clean via the telephone in the room. With labour forecasting, your housekeeper has an accurate view on the workload to be expected for the coming days, and a linen scheme provides details on which rooms need fresh linen.

Tours and Groups. wInner FO offers very easy tours & group handling. Tour groups usually arrive all at the same time and with wInner FO, you can prepare the group check-in beforehand. Upon arrival, one click will check in the complete tour group. Guests in event groups, wedding parties or convention groups usually arrive one by one. Even this type of group is very easy to handle in wInner FO. Rooms can be picked up one by one, or checked-in individually, and can arrive on different times and even different dates. wInner FO also offers fast tools for group checkout. Rooms with extra charges within a group can be identified immediately making it easy for checkout. Invoices can be generated in batch for the whole group, and automatic checkout of a group is done with one click.

One Step Day End. wInner FO lets you run your day end with one single click. The process is fully automated, posts all charges to the guest folios, and generates a series of reports predefined according to your needs and requirements.

Accounts Receivable. wInner FO offers an integrated accounts receivable module that lets you follow-up on unpaid invoices. You can create your own reminder letters, and these can automatically be printed in batch. Ageing calculation, credit limits and payment period limits give you full control of the hotels receivables.

Customer Management. wInner FO automatically collects customer information and builds it into a database with invaluable marketing information. The customer database is a centralised information store that keeps all information relating to your guests, companies, agents and more. Reservations, charges, room nights and much more, it can all be stored along with the customer record. Throughout the system, this information can be consulted anywhere at any time, and you always have an accurate and up to date view of your customer. The data stored in the customer database is also used for marketing and sales purposes. Queries can be created to select customers based on the historical or production criteria. These queries are then applied to create mailing lists or to print labels and envelopes.

Internet Enabled. wInner FO can be extended to be more than just a property management system by linking it to the Fastbooking web-reservations system. This provides an end to end solution for your e-commerce activities. Your customers can confirm reservations directly from the hotels web-site.

True Integration. All wInner products share the same integrated database resulting in a single solution for Hotel, Sales & Catering, Stock Control and even Point of Sale. Yes, even our Point of Sale product can form an integrated part of the wInner FO platform which makes us unique in the industry. Our true integration means a single platform to automate all hotel departments and as a result, significantly reduce the required investment in hardware, implementation and training. With an integrated database, hotels will no longer have to make use of interfaces to share data between these systems. Instead, users will share the same inventory, customer and account information, rate availability and controls throughout the business.

No Limits. wInner FO is an open system and offers interface possibilities to various systems such as telephone centrals, pay-tv systems, minibar and more. This close integration means significant cost savings, reduces workload and ensures that revenues are posted accurately to the guest account.

Committed. As a leading provider of hotel and restaurant technology, we offer you more than 15 years of experience in this area. Our industry expertise makes it possible to deliver solutions that work for you. You can count on us to stand behind our products and we provide support that excels on all levels. We guarantee you that by choosing wInner you will have a top-notch solution today and in

the future. wInner will help you remain competitive by providing a system that keeps pace with todays and tomorrows technological evolution.

Hotel Operations Manager Job Description A Hotel Operations Manager is responsible for all aspects of a hotel to make sure that it is running smoothly and making profit. Some of the departments that a Hotel Operations Manager oversees include the front desk, housekeeping, human resources, and food service. The Hotel Operations Manager is also in charge of making sure that the guests have a positive experience and will want to stay again. Part of this includes dealing with guests personally including any complaints that arise.

Position Uniqueness

The Hotel Operations Manager position is different from other OM fields because it deals specifically with aspects in a hotel. This means that the position can also crossover into customer service and also human resources. Along with needing the managerial and organizational skills typical of OM jobs, a Hotel Operations Manager will also need to be good at dealing with people and a great communicator.

Day in the Life

As a Hotel Operations Manager, you are dealing with many different aspects required to keep the hotel running. That means your working day will be filled with surprises and new challenges on a regular basis. On any given day, you may have to deal with special guest requests that can be outrageously absurd and then later in the same day deal with a pilfering maid. You will also be expected to meet and greet the many different types of guests which come to the hotel- which can always bring new surprises. However, you can count on a certain amount of routine too. You will need to review the budget, plan training seminars, make schedules, oversee hotel maintenance, and other tasks which may be tedious. You will work set hours of your choice but must be around for special events or when problems arise.

Personality Type

Hotel Operations Managers are type B personalities who enjoy working with people. They must enjoy meeting the various guests and providing for their often diverse needs. They must also have Type A personality characteristics including the ability to organize many different operations, analyze budgets, solve problems and multitask. Education Most small-sized hotels will not require any higher education. Several years experience in the hotel industry and adequate skills will be enough to qualify you for the job. However, many medium and larger hotels expect you to have a degree in hospitality management as well as experience in the industry.

Rate of Pay

The rate of a Hotel Operations Managers pay depends on the size of the hotel. The average salary is $48k yearly for a mid-sized hotel that would require several years of experience. A

position in a small hotel may start out at $29k and a manager in charge of Hotel Operations for chains of hotels can get upwards of $180k.

Businesss Hiring

All sizes of hotels require a Hotel Operations Manager. However, keep in mind that this position may crossover with other positions in smaller hotels. Competition for this position is tough, especially in larger hotels with higher pay.

Management

The hotel operations manager is the manager over all of the different operations at a particular hotel. The operations manager is over the front desk, bellhop, housekeeping and food service personnel and often can make decisions about beginning or ending employment, or day-to-day tasks of employees in those departments. In larger hotels the operations manager may hire managers for each department of the hotel to report to him or her, rather than oversee the entire hotel personally.

Profitability

The hotel operations manager is responsible for making sure the hotel is making money and working within its allotted budget. The operations manager will often be the one to make the call on making repairs and will sometimes make other decisions that help increase the profitability of the hotel as a whole.

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Hotel operations managers are responsible for making sure hotel guests have the best experience possible during their stay in the hotel so that they may in turn decide to book another stay at the hotel. Hotel operations managers will make decisions that they think will improve the overall experience for guests, including hotel decor and staffing.

Guest Complaints

A hotel operations manager is responsible for dealing with any complaints guests may have about their stay in the hotel. The operations manager will speak with guests about issues they may have and work with them toward the best resolution to the problem for both parties.

Motivation

The hotel operations manager works directly with staff, motivating them to do the best job possible and provide great service to hotel guests. A hotel operations manager will also often hold training sessions with staff to help them become acquainted with hotel policies and motivate them to help the hotel succeed.

Experience

Hotel operations managers are not required to have any specific educational or experience background. Most larger hotels will hire managers with several years experience working in the hotel industry. Preference for jobs is typically given to those who have a degree in hospitality management or a certificate in hospitality.

Salary Range

A hotel operation manager's salary varies greatly depending on the size of the hotel. An entry-level college graduate could potentially make about $45,000 per year as a junior operations manager in a larger hotel; senior managers at larger hotels can make as much as $180,000.

Read more: Job Description for a Hotel Operations Manager | eHow.co.uk http://www.ehow.co.uk/about_6111728_job-description-hotel-operationsmanager.html#ixzz1nl66dms7

Job Requirements: The Operations Managers primary responsibility will be to ensure excellence in guest service while overseeing the Front Office, and complimentary guest services and providing input in the Housekeeping and Engineering departments.

This position requires the performance of technical and administrative duties including writing and reviewing reports (Profit and Loss statements, yield management, capital planning, payroll, etc. ), monitoring department checkbooks, ordering inventory, and conducting associate reviews.

Regular ongoing monitoring of staff to ensure the adherence to pre-established policies and procedures; delegation of duties; property inspections; and willingness and ability to engage in effective communication with management, peers, and associates.

Clear, concise written and verbal communication skills, along with the ability to sell concepts and ideas to management, peers, and associates. The ability to lead by example to build morale and spirit. Communicate goals and objectives and inspire associates to achieve those goals.

Uses a hands-on approach to management and holds team members accountable. Finds ways to cut problems and improve the guest experience.

Additional Requirements: * OnQ knowledge strongly encouraged * Highly motivated individual with strong leadership skills. * Excellent time management skills * Strong organizational skills * Strong customer service orientation and skills * Must be self motivated and results oriented. * Creative problem solving skills * Experience making presentations in front of groups. * Must be ServeSafe certified within 60 days of employment.

Position Offers: *Competitive Salary * Employee 401K with match after one year * Health and Dental Insurance * Paid Time Off

POSITION SUMMARY: Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department. DUTIES AND RESPONSIBILITIES: 1. Participates in the selection of front office personnel. 2. Trains, cross -trains, and retrains all front office personnel. 3. Schedules the front office staff.

4. Supervises workload during shifts. 5. Evaluates the job performance if each front office employee. 6. Maintains working relationships and communicates with all departments. 7. Maintains master key control. 8. Verifies that accurate room status information is maintained and properly communicated. 9. Resolves guest problems quickly, efficiently, and courteously. 10. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. 11. Reviews and completes credit limit report. 12. Works within the allocated budget for the front office. 13. Receives information from the previous shift manger and passes on pertinent details to the oncoming manager. 14. Checks cashiers in and out and verifies banks and deposits at the end of each shift. 15. Enforces al cash-handling, check-cashing, and credit policies. 16. Conducts regularly scheduled meetings of front office personnel. 17. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times. 18. Upholds the hotel's commitment to hospitality. 19. Prepare performance reports related to front office.