SUMMARY

The Front Office Manager (FOM) is primarily responsible for the success of the Front Office operations, for ensuring that guest satisfaction and quality standards are met and for managing all areas within the Front Office: Front Desk, Guest Services, Reservations and PBX according to brand standards. The FOM is also charged with displaying exemplary performance for staff to follow.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
• Committed to making every guest is satisfied
• Develops added-value customer service programs
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service and intent to recommend.
• Implements and practices guest service initiatives, trains, and performs to Gulph Creek Hotel Standards

Front Desk Management

• Direct daily activities at the Front Desk, Guest Services, Night Audit, PBX and Reservations
• Schedule according to the needs of the operation, ensuring proper coverage
• Provide training to all employees in all aspects of the operation
• Handles collection efforts of all in-house balances and notifies management of potential liabilities
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned
• Respond to all guest requests and follow through to assure satisfactory outcome and compliance
• Provide guidance and direction to shift supervisors and all employees
• Effectively communicate all pertinent information to all employees
• Serve as Manager-on-Duty 
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Attend regular stand-up and staff meetings
• Establish and maintain professional demeanor and standards of performance of all Front Office staff
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Other duties as required

SUPERVISORY RESPONSIBILITIES

• Participate in employee recruiting and hiring efforts including: interviews, reference checks, orientation and training
• Conduct performance reviews
• Maintain accurate employee documentation (for Human Resources file keeping)
• Maintain knowledge of all company policies and procedures
• Conduct monthly meetings
• Hold all employees accountable through coaching and counseling and progressive discipline
• Delegate responsibility effectively to Supervisors and employees
• Maintain and organize all work areas; order supplies as necessary 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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

High School diploma or equivalent, plus 3-5 years Front Desk/Guest Service supervisory experience.

LANGUAGE AND MATHEMATICAL SKILLS 

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

CERTIFICATES, LICENSES, REGISTRATIONS

None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

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; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stoop, kneel, or crouch
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus