HXL is looking for task force Front Office Manager consultants. We have multiple placements available throughout the United States and abroad, both temporary and long term contracts. Please take a look at the job description and requirements and apply today!

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department and providing support in the department's front and back office operations.

Duties & Functions:

• Ensures the daily operations of the check in/out process runs efficiently
• Actively promote company's core values and service standards by setting a positive example
• Ensure efficient guest registration, checkout and telephone service
• Ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
• Direct and train front desk staff and operators.
• Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule
• Ensure all necessary reports and forms are completed daily
• Assists in rectifying guest complaints and issues as they arise
• Constantly supervising the Front and Back Office to ensure efficiency of operations
• Ensure shift checklists and reports are completed prior to the end of the shift and information is passed down effectively
• Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
• Maintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goals
• Mentors, coaches, and guides employees on working successfully in a team atmosphere

Additional Responsibilities

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information. 
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may 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 supervisor based upon the particular requirements of the company. 

• Attend mandatory meetings including divisional meetings, staff meetings, etc. 
• Participate in community events and ensure corporate social responsibility goals of company are met. 
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• Complete other duties as assigned by the Director of Front Office.
• Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
• Ensure compliance with the company’s policies and procedures.

OTHER DUTIES

Assimilate into the company’s culture through understanding, supporting and participating in all company elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards which may be established by company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

Requirements

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• High School Diploma or equivalent required. Bachelor’s Degree preferred
• Minimum three (3) to five (5) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level of attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend, climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations