Front Office Manager

Job description

PURPOSE AND OBJECTIVES OF POSITION

Ensure smooth Front office and Club Lounge operations through effective planning, complex procedures, timely communication, anticipatory service and motivating/coaching of colleagues to maximize exceptional guest experiences and to prevent/minimize situations. Ensure maximum revenue and occupancy, and ensure that all departmental colleagues are proficient in all aspects of the job responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Responsible for the Front Office operations teams, including: Front Desk, Guest Relations/Club Lounge, Concierge/ Bell/ Door, and Telecommunications by making strategic, logical, service-oriented, and responsible decisions that support the goals of the hotel

- Ensure highest level of guest service by anticipating guest's needs while maintaining all standards and procedures such as Forbes, Langham Brand, Leading Quality Audits and Departmental procedures

- Direct, train, coach and develop colleagues in order to maximize their potential, while ensuring all quality & service standards are met - Work with Director of Rooms to manage inventory, maximize revenue through strategies while maintaining maximum guest satisfaction, monitor payroll, and keep Front Office colleagues motivated

- Handle all guest issues expeditiously to complete resolution and deliver memorable interactions for all guest requests

- Help execute general room assignments/rooms controlling and arrival lists in order to anticipate needs of guests as best as possible in coordination with those of VIPs

- Ensure that the hotel's grievance and disciplinary procedures are followed precisely - Monitor all transactions, adjustments, rebates, and routing set ups to ensure that all Front office colleagues follow our accounting and cash handling procedures