POSITION SUMMARY:

The Hotel Front Office Manager is responsible for managing the operation of the front desk with company standards for quality, cleanliness, guest satisfaction, and safety and security. Manages costs within budgetary guidelines; responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Clerk. Works to ensure maximum guest satisfaction at all times.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: NOTE: Legacy Development & Management may unilaterally may change the requirements of this job description at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following:

• Prepares Front Office Department work schedules in accordance with budgeted labor costs. Adjust schedules as needed to meet business demands.
• Performs payroll duties as needed.
• Perform assigned administrative duties such as daily reports, credit card reversals, lost and found, rooming lists, office supply inventory, safety committee, etc.
• Supervise Front Office and Night Auditor duties, perform as needed.
• Train front desk staff in technical duties, guest service skills, and telephone sales skills. Train and empower Front Office to successfully handle guest needs, special requests, and complaints.
• Maintain knowledge of: all hotel features/services and hours of operation; all room types, numbers, layout, décor, appointments, and locations; all room rates, special packages, and promotions; daily house counts and expected arrivals/departures; room availability status; scheduled in-house group activities, locations, and times.
• Respond and resolve, as needed, to any guest challenges and/or conflicts, ensuring all guest service issues are resolved prior to guests leaving the property.
• Learn your guests' names and address them by name whenever possible.
• Builds rapport with our guests while providing service in order to better understand our guests and their needs.
• Identify and rectify operational, financial, and employee issues.
• Ensure Front Desk staff receives and maintains acceptable guest satisfaction, product quality, and/or online review scores and take corrective action to improve any deficiencies.
• Advise and consult with GM in situation of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.
• Serve as Manager-On-Duty
• Manage departmental expenses within budgeted guidelines; research and identify variances in budget and take corrective action to avoid future variances occurrences.
• Recruit, hire, train, and retain employees to deliver exceptional guest service and a quality product that will lead to achieving hotel goals. Track and maintain an acceptable level of turnover.
• Ensure administration of Human Resources policies and procedures, including payroll administration, personnel transactions, and fair and consistent employee treatment.
• Oversee Front Desk employees in the areas of training coaching, performance management, and discipline.
• Ensures health, safety, and sanitation standards are followed at all times.
• All other duties as assigned.

REQUIRED QUALIFICATIONS (INCLUDES EDUCATION, SKILLS, AND EXPERIENCE): 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.

• Must be Alcohol Certified in the state of New Mexico or be able to pass Responsible Service of Alcohol Test within 30 days of hire.
• Must be proficient in the use of common Windows-based programs, including Microsoft Word, Excel, and Outlook.
• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must display very good organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Must have sound judgment and discretional skills and be able to work with little supervision.
• Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
• Must be to work with sensitive and confidential material.
• Must be able to speak, read, write and understand English.
• Willingness to maintain the highest level of confidentiality regarding guests and staff.
• Must possess a valid New Mexico driver's license, vehicle insurance, good driving record and reliable vehicle.

PREFERRED QUALIFICATIONS:

• Experience with the Opera software program

NEEDED ATTRIBUTES:

• Demonstrates consistency in values, principles, and work ethic
• Dependable, self-motivated, punctual, positive, and efficient in handling work assignments
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guests and coworkers.
• Able to work with a diverse group of people
• Strong team player, friendly, patient, self-motivated
• Strong supervisory skills
• Professional appearance and manner

WORKING CONDITIONS AND PHYSICAL EFFORT: The physical demands described here are representative of those that must be met by an 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 and talk or listen.
• The employee is frequently required to stand; walk; jog, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• This position requires frequent manual dexterity in combination with eye/hand coordination such as handling of equipment.
• Will have repetitive hand motions and prolonged periods of standing.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The employee must occasionally lift and carry up to 60 pounds. Must be able to push up to 100 lbs of force occasionally.
• Ability to stand during entire shift, and/or alternate between sitting, standing, and walking for entire shift.
• The noise level in the work environment is usually medium to high.
• Exposure to heat, cold, and mild chemical exposure.
• Must be able to occasionally drive during shift.
• Must be able to travel (10%) within the metropolitan area as needed