Front Office Manager

Position Purpose

The Front Office Manager leads and manages the Front office team. They are responsible for hiring, training, and evaluating staff, ensuring that the team delivers outstanding guest experience and financial profitability. Must be available weekends and holidays. Expected to work behind the desk and cover shifts as needed up to 50 hours.
 

Duties and Responsibilities

• Possess knowledge of all hotel features, services, and hours of operation, room numbers, and types of room layout, décor room rates, packages / promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Evaluate current systems and procedures, offering constructive ideas for increased sales, efficiency, and lowered costs
• Ensure current rates, packages /promotion information is communicated and available at the Front Desk Agents and staff is knowledgeable
• Acknowledge all guests, anticipate needs and always respond promptly to maintain positive guest relations at all times.
• Manage and assist, when necessary guest check-in/out and process all guests as efficiently and expediently as possible.
• Monitor Glitches/Guest Surveys and all communications logs to ensure guest requests are followed up as soon as possible and resolve guest complaints to ensure guest satisfaction.
• Review daily business levels to anticipate unexpected situations and plan effective resolutions.
• Prepare weekly staffing schedules in accordance with staffing guidelines and occupancy forecast; make adjustments as required.
• Assist with guest and staff accidents / injuries in accordance with hotel policy.
• Ensure that all tasks on the Front Desk daily checklists are completed accurately
• Maintain an up to date, working knowledge of all property amenities, as well as any special events.
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Complete audit procedures, as needed
• Monitor and ensure all cashier procedures are in accordance with Accounting policies and standards to include: shortage/overages, late charges, petty cash/ paid outs, adjustments, posting charges, etc.
• Manage communication and support with 3rd party Valet team.
• Follow all hotel grooming and dress standards and ensure that Front desk agents and bell staff are adhering to the standards as well.
• Inspect rooms and suites daily to ensure the condition and cleanliness of rooms/suites are up to standards and exceeding guest expectations.
• Provide a smooth transition between shift changes and relays any and all pertinent information to his/her relieving associates.
• Supervise, review, and perform informal and formal staff assessments to include guest interactions and delivery of efficient and courteous service.
• Implement and follow-through on all corrective actions.
• Provide necessary training and coaching for staff.
• Keep the General Manager promptly and fully informed of all problems or unusual matters of significance
• Manages projects as directed by General Manager

Knowledge, Skills, and Attributes
 

• Must be able to sustain composure, remain calm and possess a positive attitude.
• Must be energetic and outgoing.
• Must be service oriented with excellent customer service skills.
• Must be a team player with the ability to lead and motivate staff.
• Must be able to multi-task in a fast paced work environment.
• Must possess excellent interpersonal and organizational skills.
• Must have the ability to input data and access information on the computer.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA Cloud preferred.
• Must be able to read, write and understand the English language.
• Must be able to exercise confidentiality and discretion.