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JOB DESCRIPTION

Location: Employee Name:
Job Title: Front Office Manager II Reports to: General Manager
Department: Front Desk Supervisor’s Name:
Code: FLSA Category: Exempt

New Position ( ) Position Change ( )

POSITION SUMMARY

The Front Office Manager is responsible for directly supervising all front desk personnel and ensuring proper completion of all front desk duties. This position is also responsible for directing and coordinating the activities of the front desk, reservations, guest services, and telephone areas, and preparing monthly reports and budget for the front desk department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential Duties:

1. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy and service recovery procedures.

2. Maximizes room revenue and occupancy by reviewing status daily.
3. Ensures financial performance of the department (Up selling, Room Revenue, Operation Auditing).

Job Duties and Responsibilities:

 Knows, possesses and applies the fundamental concepts, practices and procedures of the front desk operation

 Trains new front desk department personnel.

 Answers letters of inquiry regarding rates and availability.

 Maintains a detailed knowledge about the hotel's services and hours of operations. Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

 Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.

 Analyzes rate variance, monitors credit report and maintains close observation of daily house count.

 Reviews and completes credit limit report.

 Works within the allocated budget for the front desk.

 Good understanding about the Property management software (PMS).

 Maintains punctual, regular and predictable attendance.

 Works collaboratively in a team environment with a spirit of cooperation.

 Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with guests and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.

 Respectfully takes direction from supervisor.

Focus areas are:

Our Teams | Our Guests | Financial Responsibilities | Our Revenue | Responsible Business
Sample standards of measurement are:

Guest satisfaction scores, inspection and audit results, sales call initiatives and goals (shop calls), accurate and timely data processing, safety and risk prevention measures, associates satisfaction and turnover, and others.

ADDITIONAL DUTIES AND RESPONSIBILITIES

Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor.
Participate in proactive team efforts to achieve hotel and company goals.
Provide leadership to others through example and sharing of knowledge and skills.
Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position directly oversees and supervises all positions of the department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Supervisory responsibilities include, but are not limited to performing the following duties: hiring, assigning work, orientation, training and development, evaluating performance, elevating compensation, rewarding performance, mentoring, approving time off and scheduling, resolving complaints, disciplinary action and associate separations, effective staffing procedures, awareness of and response to associate morale problems, and supervising workload during shifts.
Provides leadership, coaching, and mentoring to subordinates.

QUALIFICATIONS

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Education and/or Experience:
Associate's degree (A. A.) or equivalent from two-year college or technical school; or five or more years related experience and/or training in hotel front desk, cash handling, and accounting and administrative procedures; or equivalent combination of education and experience.

Language Skills:
Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents, reports, manuals and correspondence. Must be able to write simple and complex documents, reports, and correspondence. Must be able to speak effectively with clear speech to individuals and groups.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Computer Skills:
Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations. Ability to prioritize, organize and delegate assignments. Must be able to accurately perceive, comprehend and analyze situations, data, and incidents.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

The physical demands described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

The associate must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds. While performing the duties of this job, the associate is regularly required to sit, stand, talk, hear and walk; reach with hands and arms; use hands to finger, handle or feel, operate a computer and look at a monitor.
The associate is occasionally required to climb or balance, stoop, kneel, crouch, or crawl. The associates must be able to read, see (close, distance and peripheral vision), adjust focus and apply depth and perception vision.

The work environment described here is representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

While performing the duties of this job, the associate is regularly exposed to work near moving mechanical parts, fumes or airborne particles. The associates is occasionally exposed to outdoor weather conditions. In rare occasions, the associate is required to work in high, precarious places. The noise level in the work environment is usually moderate.

CERTIFICATES, LICENSES, AND REGISTRATIONS

Special Licenses Required: Required Preferred

Type: Valid Driver’s License

Job Type: Full-time

Pay: $28.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evenings as needed
• Holidays
• On call
• Weekends as needed

Work setting:

• In-person

Experience:

• Front Desk Manager: 2 years (Preferred)
• Guest relations: 2 years (Required)
• Hilton Hotel: 1 year (Preferred)
• Conflict management: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person