Front Office Manager

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Job description

Position Description

The Front Office Manager is responsible for overseeing all front office operations to insure profitability, control costs and quality standards ensuring total guest satisfaction. A combination of education, training or experience that provides the required knowledge, skills and abilities is required. A minimum of two years experience as an assistant front office manager and a college degree, or equivalent, is preferred.

Currently hiring a Front Office Manager, to manage the execution of all operations in the Front Office departments (e.g., Front Desk, Night Audit, Guest Services, PBX, Reservations, Bell stand, Valet) and managing staff. Successful candidates will strive to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience High school diploma or GED; 4 years' experience in the guest services, front desk, housekeeping, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years' experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Leading Room Operations Team verifies that goals are being translated to the team as they relate to guest tracking and productivity. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths. Verifies that the team has the capabilities to meet expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists employees in understanding guest's ever-changing needs and expectations, and exceeding them. Follows property specific second effort and recovery plan. Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters. Takes proactive approaches when dealing with employee concerns. Extends professionalism and courtesy to employees at all times. Communicates/updates all goals and results with employees. Meets semiannually with staff on a one-to-one basis. Assists/teaches the team scheduling against guest and hours/occupied room goals. Performs hourly job functions as needed. Performs other duties, as assigned, to meet business needs. Managing and Monitoring Activities that Affect the Guest Experience Provides excellent customer service by being readily available/approachable for all guests. Strives to continually improve guest and employee satisfaction. Takes proactive approaches when dealing with guest concerns. Extends professionalism and courtesy to guests at all times. Responds timely to customer service department request. Verifies that all team members meet or exceed all hospitality requirements. Managing profitability, assists in performing required annual Quality audit with General Manager (GM)). Verifies that a viable key control program is in place. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Strives to maximize the financial performance of the department. Conducting Human Resources Activities Interviews and assists in making hiring decisions. Receives hiring recommendations from team supervisors. Verifies that orientations for new team members are thorough and completed in a timely fashion.

Must have reliable transportation, open to flexible schedule to include weekends,holidays and evenings.

The Front Office Manager is responsible for ensuring the operation of the Front Office 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.

Requirements:

As a Front Manager you are responsible for managing the day to day operation and assignments of the front desk staff including training, scheduling, planning and assigning work. Develop and communicate departmental strategies and goals. Ensure all associates are properly trained on systems, security and cash handling procedures and services. Create an upbeat and welcoming first impression by supervising the bell staff and Front Office areas.

Manage and coordinate the front Office daily activities for the property including guest registration, room assignment, billing and check-out procedures. Oversee the activities and monitor the performance of the front office staff. Ensure that group arrival; registration and check-out specifications and needs are executed. Handle guest complaints and ensure that all guest issues are resolved. Partner with operational departments to ensure execution of special requests. Ensure cash bank and cash handling procedures are maintained. Monitor all front office support systems to ensure maximum productivity. Maintain current knowledge of local area; attractions and events. Perform other duties as assigned.

Education and Experience:

At least 5 years progressive experience in a hotel or a related field.

Supervisory experience required

Must be proficient in Windows operating systems, OnQ preferred

EEO/AA/Minorities/Females/Disabled/Veterans