Front Office Manager

Front Office Manager

The Front Office Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services / Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities include :

• Responding to all guests' requests, problems, complaints and / or accidents presented at the Front Desk or through reservations, comment cards, letters and / or phone calls, in an attentive, courteous and efficient manner.
• Motivating, coaching, counseling and disciplining all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carrying a cell phone at all times.
• Preparing and conducting all Guest Services interviews and following hiring procedures according to Highgate Hotel S.O.P.'s.
• Developing employee morale and ensuring training of Guest Services personnel.
• Maximizing room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit report and maintaining close observation of daily house count.
• Attending daily and monthly Rooms Merchandizing meetings.
• Participating in required M.O.D. program as scheduled.
• Reviewing Guest Services staff's worked hours for payroll compilation and submitting to Accounting on a timely basis.
• Preparing employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Ensuring that no-show revenue is maximized through consistent and accurate billing.
• Maintaining Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensuring that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Maintaining a professional working relationship and promoting open lines of communication with managers, employees and other departments.
• Working closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operating all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitoring proper operation of the P.B.X. console and ensuring that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensuring staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensuring implementation of all Highgate Hotel policies and house rules and understanding hospitality terms.
• Ensuring sign off of all Service Standards by Position for Guest Services staff.
• Assisting in preparation of revenue and occupancy forecasting.
• Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintaining constant communication with Housekeeping, Reservations and the Credit Manager.
• Coordinating all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensuring correct and accurate cash handling at the Front Desk.
• Following and enforcing all Highgate Hotel credit policies.
• Ensuring that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintaining and monitoring "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Establishing and maintaining key control system.
• Ensuring participation within department for monthly Highgate Hotel team meeting.
• Focusing the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitoring all V.I.P.'s, special guests and requests.
• Maintaining required pars of all front office and stationary supplies.
• Reviewing daily Front Office work and activity reports generated by Night Audit.
• Reviewing Front Office log book and Guest Request log on a daily basis.

Qualifications include :