Job Summary: Responsible for managing daily operations of the front desk, reservations and group reservation office for one or more NEXCOM Hospitality Group (NHG) property. 

Duties and Responsibilities: 

• Manages front desk operations and reservations including cashiering, reservations, and room assignments to maximize occupancy. 
• Plans and schedules ongoing production-oriented work for all front desk personnel on a daily, weekly, monthly, and quarterly basis adjusting staff levels as required to meet workload demand. 
• Participates in hiring front desk associates, evaluates and counsels staff, completes performance evaluations, approves leave requests, and recommends performance awards. 
• Trains, instructs, and supervises associates assigned to the Front Desk both in a formal training setting and on-the-job training. 
• Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties as required. 
• Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions concerning hotel facilities; and provides information about local attractions. Provide assistance in handling customer complaints, involving management as necessary. 
• Resolves administrative problems and routine operational issues related to front desk operations. Provides recommended solutions and drafts procedures for review and implementation to higher management. 
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies the registration information, secures a credit card for incidental expenses and authorizes the credit card for room charges. 
• Acts as the resident expert regarding the PMS, key card system and CORE inventory management system. 
• Reconciles room status with the housekeeping report. Coordinates with the housekeeping department to ensure rooms are ready for occupancy. May be required to run/print and interpret various reports from the PMS; such as Accounts Receivable reports, Expected Arrivals, Departure List, In- House Guest List and Night Audit reports. 
• Reviews reports from the Night Audit concerning occupancy, vacancy, call accounting system and other related areas. This includes statistical analysis, reporting procedures and analyzing audit reports to ensure accountability of personnel and revenue. 
• Oversees the front desk change fund and coordinates cash audits quarterly. 
• Responsible for the accountability of all keys and any other inventory maintained at the front desk. Keeps the front desk and lobby area clean and neat. 
• Ensures security measures are maintained at all times. 
• Ensures guest privacy is maintained at all times. 
• Performs other duties as assigned.

GENERAL EXPERIENCE: One year of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes/skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment. Ability to effectively communicate both orally and written with proficient English. 

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level successfully completed in a hotel, lodging, hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience, provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field. 

AND SPECIALIZED EXPERIENCE: Two years of responsible experience in administrative, supervisory, professional, or technical work that demonstrated knowledge of front of house, hospitality, operations or similar work which demonstrated knowledge and abilities within a guest services environment. Including basic math and reading skills experience with computers, knowledge of software programs, including knowledge of the property management system and experience handling large amounts of cash.