The Front Office Manager is responsible for providing quality guest service within the guidelines specified by the hotel management. Oversees all Front Office operations (Front Desk, PBX, Concierge, Bell, Door, Valet Services, and Night Audit) as well SLS Services operations. Sets and maintains a high level of guest service. Provides support for the line staff. Scheduling for all areas of Front Office operations.
-Lead by example utilizing a “hands-on” approach to management.
-Facilitate an environment in which team members are comfortable utilizing the open-door policy
-Develop and maintain good communication and work relationships in all areas of the hotel
-Recruits and makes selection decisions; evaluates job performance of hotel staff; coaches, rewards and coaches team
-Motivates, builds morale, and provides professional development opportunities for all hotel staff including cross-training
-Maintains physical presence during times of high business volume
-Communicate both verbally and in writing to provide clear direction to staff.
-Resolve guest complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
-Acts as Manager On Duty (MOD)
-Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
-Coordinates VIP recognition and room assignments.
-Establishing, maintaining and controlling appropriate service standards for all Front Office areas
-Ensure follow-up protocol is in adhered to for all guest issues. Ensure all guest issues are completely resolved prior to departure.
-Maximize and control payroll and other costs for the department
-Ensure all guests are being treated in an efficient and courteous manner and that all standards are being applied
-Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied
-Work in conjunction with Accounting to maintain and minimize levels of account receivables;.
-Conduct daily pre-shifts, departmental meetings with training
-Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
-Have a good understanding on Revenue Management and be able to manipulate rates in the room inventory to maximize profitability.
-Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while; maintaining high levels of guest expectations
-Supervise the activities and the service levels of the Front Desk, Concierge, Guest Services (Bell and Door teams), Valet, and SLS Services
-Ensure all associates are adhering to sbe grooming standards
-Monitor that all special requests from guests are being performed
-Personally welcome guests; recognize and anticipate their individual needs; share preferences with all associates, update profiles by recording preferences.
-Facilitate and schedule monthly departmental meetings with Front Office Team;
-Handle all aspects of guest registration, which can include expediting the check-in/check-out process with swift computer and cash handling skills
-Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
-Implements safety training programs; manages OSHA-related aspects of hotel safety and maintains
-Perform any other job related duties as assigned.
High school diploma or general education degree (GED) and a college degree, or equivalent, is preferred
A minimum of three years' hotel experience including one year of front office management experience in a similar caliber hotel
-Good computer skills to include spreadsheets, word processing and e-mail
-Ability to verbally communicate with others in order to coach and lead
-Strong interpersonal, managerial and leadership skills required
-Strong organizational and time management skills required
-Ability to manage change effectively
-Ability to conceptualize the mission
-Clear, concise written and verbal communication skills
-Experience making presentations in front of groups
-Track record promoting an atmosphere of teamwork
-Experience communicating, training, and managing multi-lingual staffs
-Instill a guest service “can-do” attitude in all employees
-Experience training and developing employees with limited experience
-Coach employees how to resolve and de-escalate conflicts in a calm and organized manner
-Strong customer service and reasoning skills
-Strong and creative problem solving skills with exceptional detail in follow-up
-Follow/enforce company policies and procedures
-Ability to quickly evaluate alternatives and decide on a plan of action
-Cash Handling Skills
-Able to work a flexible schedule, weekends and holidays.
-Passionate about hospitality and customer service driven
-Must have a professional appearance and good hygiene
-Respect for all co-workers and guests
-Pride in your work by creating positive energy, excitement and fun
-Demonstrate positive behaviors; smiling, being polite and courteous
While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.