Job Description

Your day to day
People
•In Absence of Front Office Manager, manage day to day staffing needs, plan and assign
work and establish performance and development goals for team members. Provide mentoring,
coaching and regular feedback to improve team member performance
•Educate and train team members in compliance with federal, state and local laws and safety
regulations. Ensure staff is properly trained and has the tools and equipment to carry out job
duties
•Ensure your team are properly trained on systems, security, service and quality standards

Guest Experience
•
Ensure your front office team delivers a great service, professional attention and personal
recognition
•
Ensure guests are greeted upon arrival and make time to engage with guests. Respond
appropriately to guest complaints, solicit feedback and build relationships to drive continuous
improvement in guest satisfaction
•
Conduct routine inspections of the front office and public areas and take immediate actions to
correct any deficiencies
Financial
•
Help prepare annual departmental operating budget and financial plans. Monitor budget and
control labour costs and expenses with a focus on rate strategy, building initiatives and inventory
management
•
Oversee night audit function and preparation of daily financial reports
•
Develop plans to increase occupancy and ADR through walk ins and upselling at the front desk

Responsible Business
•
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all
transactions are handled in a secure manner
•
Train team members on PBX procedures and serve as a central communications point during
emergency/crisis situations; develop and maintain relationships with local fire, police, and
emergency personnel
•
Perform other duties as assigned. May also serve as manager on duty

Accountability

This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort
hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc.
May oversee a team

What we need from you
•
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/
Business Administration, plus 3 years of Front Office/Guest Service experience including
management experience
•
Must speak fluent English
•
Other languages preferred