Front Office Manager

Job Description

Job Description

SUMMARY DESCRIPTION :

Arlo Hotels, an independent lifestyle hotel, is now actively seeking a dynamic Front Office Manager.  Are you someone whoispassionateaboutpeople,drivenby purpose, andcleverin your approach? If so, keep reading! Here atArlo,we strive to create a sense of awe that leaves those we touch wanting more”…..

This position is responsible for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs and coordinates activities to ensure exceptional service is achieved.  Provides operational support, distributes information, trains, motivates and recognizes team members. Exercises independent judgement and initiative in the course of carrying out overall responsibilities.

KEY COMPETENCIES AND BEHAVIORAL EXPECTATIONS :

Demonstrates Arlo Hotels five core pillars : Authentic, Creative, Integrity, Thoughtful, and Approachable in their leadership style.

Consistently demonstrates courtesy and respect toward guests in all interactions.

Serves as an inspirational leader who motivates team members to stay engaged and focused on delivering Arlo’s Vision of Being the Leader in Guest Service.

RESPONSIBILITIES AND AUTHORITIES :

Always treats guests with courtesy and respect in a variety of situations.

Displays honesty and integrity.

Oversee the Front Office Department – Bell Person, Lobby Hosts and Assistant Front Office Managers.

Conducts pre-shift meetings.

Communicates effectively to staff using tools such as development reviews, training, departmental orientation and monthly departmental meetings.

Motivates and develops team members.

Maximize room sales, room revenue, and profit.

Delivers outstanding service and creates memorable experiences.

SPECIFIC DUTIES :

Leads and supervises the operational activities of the front office team within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins.

Embraces and effectively lives Arlo Core values and culture.

Assigns, coordinates, and supervises work activities of Lobby Hosts / Bellmen, Assistant Front Office Managers and Night Manager.

Trains, mentors and develops Lobby Hosts & Bell Persons, Assistant Front Office Manager and Night Manager.

This role specifically trains team members to uphold the standards of training as outlined by our Director of Learning and Development.

Prepares team member weekly schedules via our Time and Attendance Program

Oversees the completion of bi-weekly payroll, and monitors labor costs by reviewing daily schedule vs. occupancy and daily operational demands.

Responsible to ensure payroll is within line of forecast and budget; ensuring that Overtime is monitored and managed daily.

Ensures work is completed to include shift closings, room deposits, refunds, and rebates.  All necessary paperwork is completed.

Conducts Annual Performance Reviews with reporting team members; Assistant Front Office Managers and Lobby Hosts.

Responsible for coaching and counselling of direct reports are done in a timely and effective manner.

Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and staff.

Communicates effectively to staff using tools such as pre-shift briefings, orientation, activities, short take training and developmental reviews.

Manages same day rooms inventory and rate yielding.

Takes personal responsibility for correcting service problems and creates memorable guest experiences.

Completes other duties as assigned by the Director of Operations.

REQUIREMENTS : Education :

Any combination of education and experience providing the required skill and knowledge

for successful performance would be qualifying. Typical qualifications would be equivalent to :

Hospitality Diploma or Degree Preferred

Minimum 3+ years in a Management Position

Knowledge :

Hospitality or Customer Service

Opera & PBX experience.

Fire and Life Safety Director Certification required within the first six (6) months of employment.

SALARY :

• $85,000 - $90,000