POSITION DESCRIPTION

Front Office Manager

DEPARTMENT: Front Office

REPORTS TO: Operations Manager

SUMMARY: Under limited supervision, the Front Office Manager (FOM) works closely with the Operations Manager to oversee the Front Desk staff, ensuring maximum Front Office operating efficiency. Must be able to manage and problem solve associate and guest issues while remaining professional at all times. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The FOM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to:

• Provides oversight to the Front Office operation to maintain high standards
• Evaluates level of Guest satisfaction and monitor trends with a focus on continuous improvement.
• Ensures that all guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty program.
• Maximizes room occupancy at best rates and uses up-selling techniques to promote hotel services and facilities.
• Sets departmental objectives, work schedules and procedures.
• Monitors the appearance, standards and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Uses the correct procedures regarding the acceptance of currencies, credit cards and cash in accordance with hotel credit policy.
• Trains Team Members on up to date knowledge of hotel products, services, pricing and policies as well as knowledge of the local area
• Maintains good communication and working relationships with all hotel departments.
• Monitors and maintains staffing levels to meet business needs. Maintains an active approach when recruiting, consistently reviewing applications, scheduling interviews and ensuring coverage.
• Manages staff performance issues in compliance with company policies and procedures.
• Complies with hotel security, fire regulations and all health and safety legislation.
• Acts in accordance with policies and procedures when working with front of house equipment and property management systems.
• Serves as Manager On Duty when scheduled.
• Performs other duties as required within the scope of responsibility.

MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. 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: Associate's degree is required. Bachelor's degree preferred. Must have minimum of 3-5 years experience in the hotel industry - specifically sales or front desk. Previous supervisory experience is recommended. Ability to manage priorities and be able to adapt to meet the diverse needs of our guests.

License/Certification: A valid driver's license is required.

Language Skills: Ability to exercise excellent communication, organization, time management and listening skills. Fluency in a second language is an advantage.

Computer Skills: Proficient in Microsoft Word and Excel. OnQ certified a plus.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds and be able to work in a standing position for long periods of time (up to 8 hours) with the ability to sit for prolonged periods of time. Duties are generally performed in an indoor office setting. Must be able to work weekends and evenings as required. The noise level in the work environment is usually moderate.

DISCLAIMER AND ACKNOWLEDGEMENT

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

THIS IS NOT A CONTRACT OF EMPLOYMENT. EMPLOYMENT REMAINS AT-WILL AND MAY BE TERMINATED BY EITHER PARTY AT ANY TIME, WITH OR WITHOUT NOTICE OR REASON.

Employee’s Signature Date

Supervisor’s Signature Date

Job Type: Full-time

Pay: Up to $38,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• On call
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Education:

• Associate (Preferred)

Experience:

• Hotel Experience: 3 years (Required)
• Front Desk: 3 years (Required)

Work Location: In person