Description

The Front Office Manager is responsible for the successful operation and administration of all front office departments, for ensuring that all front office operations are carried out professionally while achieving brand standards. The Front Office Manager will achieve desired outcomes by planning, implementing and controlling effective departmental strategies which drive results through the creation and development of a motivated and empowered front office staff. The Front Office Manager will effectively lead, train, coach, motivate, engage and provide feedback to the front office staff, supervisors and managers on a daily basis. The Front Office Manager will serve as the front office liaison to all other hotel departments.

ESSENTIAL JOB FUNCTIONS:

• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Conducting pre-shift meeting with staff and review all information pertinent to the day's business.
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate theses tasks.
• Anticipate guests' needs. Respond promptly and acknowledge all guests, however busy and whatever time of day. Handle all guest complaints in a polite and professional manner.
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
• Review previous night's no-shows, verify and ensure billing of such.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Identifies training needs, develops formal training plans and implements training sessions. Must be actively involved in ongoing technical and personal service training on a daily basis.
• Assumes overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained.
• Assist staff with their job functions to ensure optimum service to guest. Assist at Front Desk as needed.
• Conducts such functions as interviewing, hiring, performance appraisal, coaching, counseling, training and suspending if necessary, to ensure appropriate staffing and productivity. Consults with Department Heads, Director of Human Resources as appropriate.
• Conducts comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information.
• Controls on an on-going basis, Front Office costs to ensure performance against budget.
• Monitors and controls the inventories for operating equipment and supplies.
• Monitors and controls the Front Office operation in the areas of revenue expenditure, profitability and performance against budget.
• Adhere to hotel requirements for guest accidents or injuries and in emergency situations.
• Review resumes for arriving groups; organize and coordinate master accounts and group special request.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)