FRONT OFFICE MANAGER

POSITION PURPOSE

Assist the General Manager with overseeing the Front Office operation and staff to maximize revenues and profits while attaining optimal guest satisfaction. Ensure guest satisfaction by resolving issues while maintaining a high level of employee morale. Assist General Manager with continual training of staff, scheduling and other duties as assigned.

ESSENTIAL FUNCTIONS

Perform same duties as Guest Service Agent.

SUPPORTIVE FUNCTIONS

Observe front desk agents and ensure that their duties are completed in accordance with established policy and procedure, i.e.; proper public relations techniques are utilized, calls are handled both courteously and professionally, answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, ensure efficient guest registration and checkout, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Resolve guest and employee concerns on the spot in a manner which is beneficial to all involved.

Oversee the daily operations for the Front Desk. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the General Manager.

Implement and monitor all corporate marketing programs to include franchise Frequent- Stayer Program. Train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Maintain the Front Desk area for appearance, organization and operational effectiveness. Inspect employees’ uniforms, operational departmental areas for cleanliness and organization, correcting as necessary.

KEY TASKS & RESPONSIBILITES:

• Assume responsibility of completing weekly Front Desk Schedule. Submit to Aaron for approval

• Initiate and schedule monthly front desk meetings. Create meeting agenda in advance and submit to Aaron.

• Direct and train front desk staff. Assist in new hire procedures and orientation

• Ensure shift duties and checklists are completed daily. Document and report to Melanie when infractions occur and disciplinary action may be needed.

• Review arrivals and departures each day for accuracy. Handle VIP’s and special requests to ensure rooms are prepared and blocked accordingly

• Relay and communicate all pertinent information to GM as well as front desk log/ Quore log.

• Assist with all group blocks and rooming lists. Establish agreements and maintain relationships with group contacts. Ensure group cut offs are done correctly and payment arrangements are clear and accurate.

• Assist in new marketing efforts and campaigns with GM as needed

• Take responsibility for Corner Market by keeping it stocked and well maintained.

• Help organize and cover desk shifts when scheduling issues arise.

• Oversee the operation of housekeeping and breakfast department to ensure standards are held when Manager is not present.

• Handle Guest Complaints at front desk and over Breakfast Cafe in absence of General Manager

• Assist in planning and organizing monthly guest Meetings.

In addition to performance of the essential functions, this postion will be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Maintain, organize and clean work area, lobby and other public areas.

• Assist in handling mail and facsimilies and providing guest with information regarding hotel facilities and local attractions.

• Wash, fold and put away laundry. Stock laundry storage areas.

• Balance all cash, check, credit card and city ledger accounts through verification.

JOB REQUIREMENTS

Required to work a flexible schedule.

Computer proficiency required in hotel property management system.

Ability to train and motivate front office personnel.

Strong knowledge of Front Desk and Reservations system and procedures, and franchise standards.

Must have strong management and leadership capabilities. Excellent written and verbal communication skills.

OTHER

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Job Type: Full-time

Pay: $34,414.38 - $37,542.96 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person