Front Office Manager

Job Summary

Supports the Director of Rooms in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The Front Office Manager directs and works with employees to carry out processes and procedures ensuring an efficient and brand accurate check in and check out experience. Ensures guest and employee satisfaction and ensures that all effort maximizes the financial performance of the department.

Responsibilities

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists in the interviewing and hiring of employee team members with the appropriate skills.
• Creates and establishes a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.
• Informs and/or updates leadership on relevant information in a timely manner.
• Runs Front Desk shifts on their own whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• Achieves and exceeds goals including performance goals, team goals, etc.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Ensuring Exceptional Customer Service.
• Provides services that are above and beyond for customer satisfaction and retention.
  
  

Requirements

• US Work Authorization.
• 2-4year degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; 2-4 years’ experience in hotel operations or related professional area.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and heavier lifting or movement tasks with assistance.
• Move up and down stairs, service ramps, and/or ladders.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Ability to efficiently and professionally utilize basic computer systems such as Microsoft Office Suite.
• Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional.
• Maintain confidentiality of proprietary information; protect company assets.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested.
  
  

Additional Information

Equal Opportunity Employment

It is the policy of the hotel to be fair in all of its relations with its associates and applicants for employment, and to make all employment related decisions without regard to race, color, religion, sex, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, genetic information, marital status, pregnancy, HIV/AIDS status, sickle cell trait/testing, or DNA analysis, amnesty or status as a covered veteran in accordance with applicable state, federal, and local laws.

This policy applies to recruitment, hiring, training, promotion, transfer and all other personnel actions and conditions of employment such as compensation, benefits, layoffs, and reinstatements, leaves of absence, disciplinary measures, and termination. Decisions regarding employment and promotion will be based solely upon valid job-related factors.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.