Front Office Manager

ESSENTIAL FUNCTIONS

:

• Scheduling of guest services front desk representatives, night audit staff and breakfast attendants (as applicable)
• Fulfill shift(s) as Manager on Duty as assigned.
• Hands on approach to leading the Guest Services team.
• Maintains staffing levels of the department.
• Maintains supplies and inventory controls for the Front Office and Pantry.
• Provide management support and coverage in other areas of hotel (as needed)
• Review all schedules, ensuring all issues are identified and addressed
• Conduct guest services meetings and ensure employees are kept informed
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete credit check daily.  Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Recruit, manage, and train, Front Office Team
• Train front desk/guest services, night audit staff on all Company and Brand standard programs
• Train front desk/guest services, night audit, staff on rewards programs and requirements
• Maximize room occupancy at best rates.
• Establish consistent Standard Operating Procedures
• Ensure staff is in compliance with Company Appearance and Grooming standards.
• Assigns duties and shifts to team members and observes performances to ensure adherence to hotel policies and established operating procedures.
• Review guest experience scores; review scores with staff; make recommendations for improvement
• Ensure that the staff is in proper uniform including name tags and in good condition
• Respond to all guest inquiries, complaints and special requests.
• Create work environment where staff are motivated, productive and positive
• Track all of corporate accounts
• May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.
• Comply with hotel security, fire regulations, and all health/safety regulations and legislation
• Oversee smooth operation of breakfast service (as applicable)

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Previous experience as a front desk, guest service supervisor or manager preferred
• Must have excellent leadership and organizational skills.
• Must have excellent customer service skills
• Must have excellent verbal and written communication skills
• Must be familiar with Microsoft Office
• Must be familiar with operation of office equipment e.g.- copier, printer, facsimile machine, telephone etc.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. Must be able to work without constant supervision.
• Required to work desk shifts as needed

PHYSICAL DEMANDS:

• Ability to stand for the entire scheduled shift.
• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

• High school education required. Some college Some college preferred.
• Minimum one (1) year in a management role in a hotel required.
• Must be able to effectively lead a team
• Knowledge of and ability to operate personal computers and various property specific applications.
• Ability to read and speak English fluently. Second or multiple languages are a plus.
• Ability to perform under pressure.