Position Purpose
The Front Office Manager oversees the reception area of the hotel. They act as the"face"of the hotel
and ensure visitors receive a heart warming welcome. They also coordinate all front desk activities
including all guest service and reception activities, answering of in bound telephone calls,taking
reservation requests, and fulfilling guest requests. You should possess a pleasant personality with a
dynamic professional attitude to supervise and lead the Guest Service Representatives. The ideal
candidate is able to handle complaints efficiently and effectively through a strong customer service
approach.
Essential Duties and Responsibilities
The following represents a list of essential duties and responsibilities; other duties may be assigned as required.
Oversee the front desk operations to ensure all arriving guests are receiving exceptional service.
Work with the Revenue Manager to manage guestroom pricing and availability. Monitor all
distribution channels to ensure pricing and availability is accurate and up-to-date.
Train, supervise, and support the Guest Service Representatives.
Prepare work schedules for Guest Service team in accordance with staffing guides and
forecasted business levels to ensure the payroll expense is controlled and in line with budget
guidelines.
Monitor and order supplies as needed for the front desk and other assigned areas.
Supervise the day to day operations of the Housekeeping, Maintenance, and Recreation teams.
Be a present and visible manager in the lobby area readily available to assist with any customer
needs. Be present and visible during special events to assist guests.
Address customer complaints and satisfy customer requests in a timely manner to deliver
outstanding customer service and drive guest satisfaction.
Assist with the preparation of the Front Desk annual budget
Ensure records of office expenses and costs are updated and in-line with POR.
Ensure company policies and security requirements are met.
Other Duties
Open and close the hotel as needed.
Serve as the hotel's manager-on-duty when shift coincides with General Manager or Assistant
General Manager that are not present on the property.
Perform special projects and other responsibilities as assigned.
Perform other duties as requested by management.
Managerial Responsibilities
Supervise up to twenty direct reports.
Minimum Required Technical Skills and Qualifications
Excellent verbal and written communication skills.
Excellent interpersonal skills and possess a positive, outgoing, and naturally curious personality.
Ability to work productively with other employees as part of a team.
Knowledge of hotel software systems with direct experience with hotel Property Management
Systems.
Ability to focus attention to detail.
Ability to be a clear thinker in pressure situations and exercise good judgement. Remain calm and
courteous in demanding and difficult customer situations.
Ability to handle obstacles in a positive and professional manner and to effectively communicate
these problems, along with suggested solutions.
Ability to work a flexible workweek including nights, weekends, and holidays.
Education/Certifications/Licensure
High School Diploma or GED.
2 years prior hotel front desk experience.
Previous guest relations training.
Experience in hospitality industry or in similar position.
Language Skills
Excellent reading, writing, and oral proficiency in the English Language.
Physical Demands
The physical demands and environmental factors 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.
Ability to continuously stand for extended periods of time.
Use of hands, fingers, and forearms to operate computer is repetitive.
Occasional sitting for completion of paperwork.
Ability to push/pull cart as needed.
Ability to lift or move objects up to 50 lbs.
Standing and walking is continuous for 4-5 hours at a time.
Standing, walking, bending, kneeling, and ascending and descending stairs are repetitive
movements.