Description

 JOB SUMMARY:

The primary responsibility of the Front Office Manager is to assist the Rooms Division Manager and Shift Managers with operational coverage for all aspects of the hotel and ensuring optimum guest satisfaction in the key guest areas of front office. All duties are to be performed in accordance with departmental Block 22, LLC’s policies, practices, and procedures.

Leading Front Office Team 

· Ensure all front-of-house departments adhere to standards of providing an AAA Four Diamond Hotel experience for guests and team members. 

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

· Encourages and builds mutual trust, respect, and cooperation among team members.

· Serves as a role model to demonstrate appropriate behaviors.

· Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employee’s absence.

· Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

· Ensures recognition of employees is taking place across areas of responsibility.

· Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

· Celebrates successes and publicly recognizes the contributions of team members.

What I Will Be Doing

· Coordinate with various departments to ensure smooth operation and guest expectations are met during all shifts

· Liaise with security teams to advise of any security concerns or advisement.

· Liaise with and respond to needs of leased tenant space including fitness center, other outlets as needed.

· Respond to emergency situations including fire control panel room, other emergency procedures and liaising with appropriate emergency response personnel as needed. 

· Manage and assist with the hotel bank, provide change as needed to outlets in a timely and efficient manner.

· Coordinate with department staff for resolution of guest-experience areas including public space cleanliness, guest room needs, restaurant/bar and other property facilities. 

· Opening work order/maintenance tickets using HotSOS or other hotel management program.

· Conducting individual room inspections utilizing housekeeping inspection checklist and reporting quality assurance results to Director of Housekeeping and Hotel Manager.

· Assist with reservation and guest inquiries in an efficient and timely manner.

· Work to remedy and resolve any guest concerns or challenges to ensure the satisfaction of hotel guests or outlet patrons during their stay/visit.

· Respond to all guest reviews in a professional and timely manner. (Expedia, Canary, GSS, etc.)

· During guest relocation situations, work to identify and coordinate smooth transfer of guests “to be walked” in an efficient and professional manner.

· Assist and engage with hotel front desk personnel and be available to step in and assist with regular front office operations.

· As needed, assist with guest services and valet representatives with regular guest services duties. 

· Supports the staff and performs the duties of a housekeeper when required.

· Performs additional duties as directed by senior management.

· Responding and following up with all MOD reports that require attention or need during shift.

· Ensure monthly inventory of Sundries, with orders to maintain par levels for all items, and monthly reporting is sent to accounting. 

· Input schedules into Paylocity once posted for all staff members.

· Montior Shift Switching requests and approve/deny in a timely manner.

· Monitor staffing levels, organize interviews with possible candidates as well as setup proper training with Shift Managers.

· Ensure lunch breaks are taken and covered to avoid unnecessary OT.

· Assist Shift Managers with updating training manual for Front Desk.

· Show rooms: Place off market in system, set up room for showing, assist with the tour if needed.

· Organize and maintain cleanliness of back office as well as Front Desk stations.

· Create quarterly incentive games for team / Track incentives bi-weekly (suite upgrade, package sells, name recognition, etc)

· Fulfill the “Everywhere/Anywhere” Role when there is vacancy.

· Inventory office supplies/ request orders when needed

· Track Service Recovery and find potential solutions to minimize hotel loss. 

· Attend monthly meetings Rooms Manager

Managing Projects and Policies

· Verifies compliance with all Front Office policies, standards, and procedures.

· Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Performance Review Process.

Providing Exceptional Customer Service

· Provides services that are above and beyond for customer satisfaction and retention.

· Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

· Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

· Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employee’s absence.

· Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.

· Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

· Strives to improve service performance.

· Empowers employees to provide excellent customer service.

· Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

· Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

· Responds to and handles guest problems and complaints.

· Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

· Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

· Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

· Establishes challenging, realistic, and obtainable goals to guide operation and performance.

· Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

· Verifies employees are treated fairly and equitably.

· Manages employee progressive discipline procedures for Front Office Staff.

· Administers the performance appraisal process for direct report managers.

· Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

· Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

· Analyzes information and evaluating results to choose the best solution and solve problems.

· Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner.

· Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent re-occurrence.

Requirements

What We Looking For

· Ability to communicate clearly and effectively in a positive fashion utilizing English both in oral and written form.

· CPR certified (or willing to be trained).

· TIPS certified (or willing to be trained). 

· Ability to handle emergency situations in a calm manner.

· Interpersonal skills balancing attention to guest needs and effectively interacting with all employees and leaders.

· Must be able to work with others, communicate well, give directions, needed to achieve departmental goals and objectives.

· Must maintain a positive attitude and interface with hotel guests in a congenial and polite manner.

· Maintains a professional, neat, and well-groomed appearance adhering to Block 22, LLC’s appearance standards.

· Minimum of 2 years management/leadership experience preferably in hotel front office operations.

· Able to work and accommodate varied shifts dependent on staffing.

· Works in a fast-paced, busy, and somewhat stressful environment requiring physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.

· Physical ability to access all areas of the property. Must be able to withstand prolonged standing, frequent walking, sitting for long periods, stretching, bending, and kneeling. 

· Ability to lift or carry 50 pounds unassisted in performance of specific tasks assigned.

Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods. 

Successful candidates exhibit the core values of Teamwork, Respect, Integrity and Passion while delivering our core purpose of serving and inspiring our communities by creating memorable experiences through integrity and teamwork.