No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.

Position: Front Office Manager

Essential Functions:

All areas

Welcome guests in a friendly, prompt professional manner at all times.

• Check guests in, issue room keys.
• Ensure required identification is taken from the guests at check-in line with local legislative requirements.
• Answer phones in prompt and courteous manner.
• Answer, record and process all guest call, messages, requests, questions or concerns.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Train front desk in all aspects of the front desk.
• Accurately bill and record payments of Accounts Receivables.
• Take action, solve problems/complaints using appropriate service recovery guidelines.
• Follow established safety protocols and procedures at all times.
• Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
• Creates schedules for front office staff.
• Makes sure time clock punches are correct.
• Work with your team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Fill in for the Breakfast/Lobby attendant when needed.

Physical Job Requirements

• Frequently standing up behind the front desk and front office areas.
• Carrying or lifting up to 50 pounds
• Handling objects, products and computer equipment.
• standing, stooping, lifting

Climbing

• Climbing up to but not limited to one flight of stairs.

Work Environment

• Inside 100% of work period (approximately 8-hour shift)
• Interior and on occasion exterior of hotel with exposure to weather conditions.
• Continually standing for long periods of time, up an entire shift.
• Must be able to lift up to 50lbs.
• Must be willing to assist with Concierge & Front Desk Duties
• Visibly must be able to use computer for extended periods of time
• Must answer phones in a clear, understandable tone
• Must be able to push or pull a fully loaded bell cart full of luggage
• Must be able and willing to use stairs whenever necessary
• Must be able to visibly recognize luggage tag numbers