Job Description

Job Title: Front Office Manager

Full time employees are eligible for these benefits:

• 401k
• Dental Insurance
• Health Insurance
• Holidays
• Sick Leave
• Vacation

Department: Front Office

Reports to: General Manager

Position Summary: The purpose of the Front Office Manager is to support the Front Office Team in their day to day duties; to be a highly visible proactive representative of the hotel who is aimed towards addressing customer needs, anticipation and resolution of potential problems and creating an environment that is warm and welcoming.

Essential Functions

• Supervise the front office to ensure that they are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
• Ensures smooth, efficient and professional operation of all front office operations.
• Ensures that all procedures and policies are in place and followed.
• Ensures smooth check-in and check-out of all guests through proper handling of guest accounts.
• Owns any guest requests and problems and satisfies their needs within acceptable guidelines.
• Performs all front desk functions when needed.
• Leads by example: Provides a gracious and aggressive hospitality towards all customers.
• Adheres to all policies, procedures and standards.
• Assists all associates with questions and or problems which might occur.
• Remains at front desk during peak hours to ensure efficient and smooth service is provided to all guests.
• Creates a productive and positive atmosphere; has a professional relationship with all associates and other departments.
• Empowers all associates to provide outstanding service by using their empowerment guidelines.
• Seeks out and solves problems.
• Plans and conducts meetings on a monthly basis.
• Audits all work for accuracy and consistency on a regular basis. Coaches and counsels staff when appropriate.
• Completes work or special projects as assigned and makes sure due dates are met.
• Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills and communication skills.
• Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
• Develops a thorough knowledge of products - hotel rooms, type of rooms, amenities, services of hotel, brand standards etc.
• Develops knowledge of frequent guests and their special requests and needs.
• Controls costs effectively to meet budget guidelines.
• Carries out, within capability, all reasonable requests by management.
• Arrives to work on time.

Knowledge and Critical Skills/Expertise

• Displays aggressive hospitality
• Communicates well with others
• Good organizational skills
• Has a great eye for detail
• Is flexible and has what it takes to get the job done
• Well presented; is well groomed and can conform to hotel’s dress code
• Must be a self-starter and be able to work with minimum supervision
• Possesses a total commitment to guest satisfaction

Experience

• Previous hotel experience

Physical Demands

• Seeing – Must be able to see well enough to read reports, drive, and use a computer.
• Hearing - Must be able to hear well enough to communicate on the phone and in person.
• Standing/Walking/Mobility – Must be able to stand to operate office machinery. Must be able to move between departments. Must be able to stand for prolonged periods.
• Climbing/Stooping/Kneeling – Must be able to climb multiple flights of stairs. Must be able to stoop and kneel for short periods of time.
• Lifting – Must be able to lift a minimum of 30 pounds
• Fingering/Grasping/Feeling – Must be able to write, type, and use the phone system.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

FLSA: exempt