Holiday Inn Express-Auburn, AL is seeking an experienced Front Office Manager to lead the front office team.

SUMMARY/OBJECTIVE:

The Front Office Manager directly supervises all front office personnel and ensures proper completion of
all front office duties. The Front Office Manager directs and coordinates the activities of the front office,
reservations, guest services, and telephone areas, and prepares monthly reports and budget for the
front office department.

JOB RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the
job responsibilities. The Front Office Manager:
1. Provides personalized, friendly service to every guest and associate
2. Ensures front office operations are carried out within the systems and procedures required by
brand specific standards.
3. Schedules staff as required, while maintaining efficiency, service and budget.
4. Completes knowledge of all hotel systems including PBX phone system, key system, PMS
reservation systems, and brand specific training.
5. Is knowledgeable of fire alarm system and evacuation procedures.
6. Checks the credit of guest accounts daily and follows up if action is required.
7. Instills in the front office staff a sense of credit responsibility so that suspicious accounts are
immediately noted to ensure effective credit control.
8. Possess knowledge of surrounding area.
9. Assists with the monthly inventory and orders of the hotel convenience store.
10. Supervises reservations and check-ins to ensure the highest occupancy and rate.
11. Ensures the accuracy of housekeeping report and works closely with housekeeping staff.
12. Performs Manager On Duty (MOD) duties when necessary.
13. Conducts monthly office meetings to keep all desk staff up to date on all new policies,
promotions, and procedures.
14. Is responsible for security of guests, fellow employees, and hotel assets.
15. Is able to perform/Supervise all job duties performed by any of the employees underlined in the
Front Desk portfolio to include Night Audit.
16. Reports maintenance deficiencies to the Chief Engineer and/or the General Manager.
17. Performs deep cleaning tasks and special projects as needed.
18. Completes all brand specific training within the brand’s allotted time.
19. Responsible for achieving and exceeding the guest satisfaction score.
20. Keeps the business functions of the company confidential including, but not limited to, financial
status, customer/guest information, employee issues, etc.
21. Other duties as assigned: Please note this job description is not designed to cover or contain a
comprehensive listing of activities, duties, or responsibilities that are required of the employee
for this job. Duties, responsibilities, and activities may change at any time with or without notice.

COMPETENCIES
1. Customer/client Focus
2. Stress management/composure
3. Time management
4. Thoroughness
5. Teamwork orientation
6. Results driven
7. Problem solving/analysis

SUPERVISORY RESPONSIBILITY
The Front Office Manager manages all employees of the front desk department. The Front Office
Manager is also responsible for the performance management of active employees as well as the
interviewing process of new applicants within that department.

WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office
equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
While performing the duties of this job, the employee frequently interacts with residents and other
personnel. The employee is occasionally exposed to infectious waste, diseases, various medical
conditions, etc., as well as cleaning chemicals.

REQUIRED EDUCATION AND EXPERIENCE
1. High school diploma OR GED certificate
2. 2 years of experience in the hospitality industry
3. Customer service background

WORK AUTHORIZATION
Must be legally authorized to work in the United States

What we offer:

We offer our work family competitive pay, paid time off, holiday pay, and IHG Hotel discounts. You will also get to be a part of a team that challenges, mentors, and encourages you during your career!

Does this sound like a job for you? If so, apply TODAY!

Holiday Inn Express-Auburn is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We participate in the E-Verify Program. Holiday Inn Express-Auburn complies with all COVID-19 regulations in ensuring a safe environment for our employees and guests.