Additional Information: This hotel is owned and operated by an independent franchisee, Greenwood Hospitality Group. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

• Exceptional, Unique, Independent – Boutique Hotel in Amherst, NY.
• The Reikart House, A Tribute Portfolio Hotel, is looking for a Front Office Manager to become part of this Award-Winning Team!
• Come work for a company where you can grow and start a career.
• Our affiliated companies include Marriott Bonvoy, Greenwood Hospitality, and Iskalo Development Corporation

Job Objective:

The Front Office Manager at Reikart House effectively directs and coordinates staff, activities, and available resources in order to accomplish hotel objectives as set forth by the standard operating procedures, annual budget and business plan, with a balanced focus on mission, guest, employee and owner satisfaction. Is familiar with and complies with Reikart House’s mission and standards in performing all key areas of accountability and other essential duties and responsibilities.

Time Commitment:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. This may include working on weekends, before 8:00 AM and/or after 6:00 PM.

Key Areas of Accountability:

• Ensures all guests receive professional, efficient, prompt and courteous service. Interacts with guests frequently to ensure guest satisfaction and resolve concerns quickly; monitors guest satisfaction ratings and responds to guests concerns promptly as directed by GM.
• Closely monitors expenses and labor costs in relation to business demands and budgeted costs percentages. Reacts quickly to variances and fluctuations in demand.
• Accurately manages Accounts Receivable, ensuring timely invoicing and receipt of payments in accordance with set standards.
• Ensures training and development of hotel staff to enable effective job performance, teamwork attitude, and clear communications. Ensures hotel staff compliance to assigned position performance standards.
• Ensures Reikart House policies and standards are adhered to in regard to training, customer service scores, property maintenance and cleanliness.
• Monitors and revises selling strategies appropriately to maximize revenue realization (in conjunction with General Manager) and leads front desk staff in managing hotel reservations system to achieve goals. Updates selling rates in property management system to ensure maximum RevPAR is achieved.
• Performs daily and weekly property inspections. Ensures property, grounds, physical plant, and work areas are maintained to standard, and that all safety equipment and conditions are up to code. Monitors maintenance progress and FF&E conditions; recommends improvements; prepares status reports.
• Writes, conducts, and follows up on staff performance evaluations in timely manner. Provides ongoing coaching to staff for achieving performance standards and goals and communicates clear and documented direction for improvement. Uses progressive discipline steps as needed.
• Provides weekly statistics and revenue forecasts, to accurately reflect anticipated business performance and cash flow projections.
• Prepares, allocates, and manages hotel operating budget. Consistently monitors hotel’s performance compared with budgeted revenue and expense goals; prepares variance reports and reacts appropriately.
• Identifies areas in which property and/or service upgrades are needed, or reductions can be made.
• Accurately manages Accounts Payable, ensuring prompt processing of all invoices, and follows upon all vendor inquiries for payment. Ensures compliance with purchase order procedures for all purchases.
• Monitors and maintains financial accounting records and prepares all required month-end reports as outlined by Reikart House policies.
• Ensures bank cash deposits are made regularly; verifies credit card deposits.
• Maintains Managers Bank Account and check register.
• Accurately manages Daily Operating Report, petty cash bank, and audit procedures.
• Ensures hotel supplies are ordered and stocked in advance of need. Ensures completion of monthly inventories for all departments.
• Inspects guestrooms for VIP guests; greets and escorts VIP guests upon arrival as available.
• Ensures readiness of hotel for site tours as requested by sales department, GM or ownership; conducts site tours as directed.
• Reviews all group resumes and BEO’s to ensure group needs are met. Reviews details of group needs with appropriate department supervisors and staff.
• Liaisons with guests, staff and vendors to resolve conflicts courteously and professionally.
• Conducts regular meetings with department supervisors to improve interdepartmental communication, efficiency of guest service, and employee morale.
• Cultivates strong working relationships and communications with hotel staff, executive staff, and other departments to ensure maximum operating effectiveness and fulfillment of special event needs.
• Confers with General Manger, Director of Operations, and other assistant managers and department heads to review activity, operating, and sales reports. Recommends needed changes in programs or operations.
• Responds to all guest and employee emergencies.

Other Duties and Responsibilities:

• Participates in Manager on Duty program; works weekend and holiday shifts as Manager on Duty, as assigned.
• Attends and/or directs mandatory executive staff and departmental meetings; conveys pertinent information to staff and department heads.
• Fills in as needed for Night Audit and Front Desk coverage.
• Ensures effective, timely and accurate communications flow with regard to policies and procedures, achievement of hotel goals, etc.
• Ensures hotel staff is provided uniforms and name tags and upholds grooming standards.
• Ensures hotel staff compliance with all safety and health requirements of state, and federal regulations. Initiates and ensures completion and documentation of employee Safety Training, including initial safety orientation, emergency procedures, and daily safety talks. Participates on Safety Committee.
• Upholds and enforces Reikart House key control standards.
• Ensures proper use and care of all Reikart House equipment and supplies.
• Carries out all reasonable requests of ownership and management not listed above.
• Supervisory Responsibilities: Directly manages hotel front desk, night audit, bell, and valet staff, as applicable. Supervises and directs activities of maintenance and housekeeping staff, in conjunction with the Chief Engineer and the Executive Housekeeper. Carries out all supervisory responsibilities in accordance with hotel policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; managing work schedules; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems, etc.

JOB REQUIREMENT

Qualifications:

To perform this job successfully, incumbent must be able to perform each essential duty satisfactorily. 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 duties.

Education/Experience:

High school diploma or equivalent required; college degree preferred. Two years previous Marriott Hotel management experience in a boutique or resort hotel required, and/or a combination of four years training and experience in hotel/resort supervision and management. Experience in financial accounting, personnel supervision, and problem resolution is required.

Language Skills:

 Position requires excellent spoken and written English communications skills including: ability to read, analyze, and interpret hospitality industry journals, financial reports, and legal documents; ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community; ability to effectively present information to corporate management, public groups, potential clients, and/or boards of directors.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference, and to apply concepts such as fractions and percentages to practical situations.

Reasoning Skills:

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates/Licenses:

CPR certification will be required; employer will provide training. Must have a valid driver’s license, good driving record, and automobile and associated coverage.

Equipment/Computer Expertise:

 Basic typing skills and ability to operate standard office equipment including copier, fax, multiple-line telephone system, 10-key, etc. Must be experienced with and be able to effectively and efficiently use an IBM-type computer and printer to handle room reservations, payroll, word processing, database management and spreadsheet accounting (ADP Payroll and Microsoft Office programs preferred).

Work Environment:

Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee should be able to move around and work with others in a small, confined area. The noise level in the work environment is usually moderate.

Performance Evaluation:

Evaluation of performance will be based upon the following criteria: reliable, accurate and timely performance in areas of key accountability; other duties and responsibilities; hotel management and staff supervision; financial, labor and cost records; achievement of Reikart House goals; attendance; work quality; completion of assigned tasks, reports, and staff supervisorial duties; maintenance of positive, team-building attitude; and courteous professional guest service. Performance input obtained from GM, DOO, ownership, and other assistant managers, as well as guest comments and comment cards and completion and accuracy of work.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

This company is an equal opportunity employer.

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