Front Office Manager

Position:   Front Office Manager

Reports Directly to:  Director of Front Office

Reports Indirectly to:  General Manager

Supervises:  Front Office Personnel

Interfaces with: Guests, Team members, Security, Maintenance, Housekeepers.

STATEMENT OF THE JOB:   The Front Office Manager is responsible for supporting the Director in all aspects of the Front Office. The Front Office team holds a critical position in the overall success of Chico Hot Springs. They are the first and last people guests interact with when checking in and out of our hotel. This person must offer courteous service to guests and staff alike and ensure all of the guest’s needs are handled properly. Attention to detail is absolutely required. This person must also be a team player, deeply service-oriented and able to work under pressure.

ESSENTIAL FUNCTIONS AND GENERAL DUTIES:(Not limited to these duties. You will be asked and expected to perform duties beyond these as needed.)

• Understands and upholds Chico’s Mission, Employment Guidelines, policies and procedures.
• Understands and follows all management policies and promotes Chico culture.
• Is responsible for management of day to day Front Office operations in the absence of the Director.
• Is responsible for handling escalated Guest or Employee issues as needed
• Is responsible for working along team members as scheduled. 
• Will act as MOD as needed.
• Assists the Director with on-boarding/training new employees.
• Is responsible for assisting the Director in the management of staff, including coaching and discipline, in an ongoing, consistent manner. Addresses conflicts privately and uses proper documentation.
• Assists in monitoring job satisfaction and individual development of staff.
• Follows department training on all duties and tasks.
• Answers telephone calls from guests seeking to make or cancel reservations.
• Greets arriving guests, assigns rooms, issues keys, collects guest payment and billing information.
• Answers guest requests for any special needs while in house.
• Assists dissatisfied guests, and finds ways to resolve issues to the guest’s satisfaction.
• Assist guests with concierge services, as available, to include ground transportation, restaurant reservations, information about the property and locale.
• Leads by example with a strong service-oriented and solutions-focused approach.
• Fosters a positive and accountable team culture.
• Enforces privacy, data protection, and guest confidentiality standards.
• Communicates clearly and escalates issues to the Front Office Director as needed.
• Ability to work flexible hours, including weekends, holidays, and evenings as needed.
• Performs well under pressure, in guest and employee-facing scenarios.
• Ensures accurate accounting of cash drawers and other accounting processes.
• Is responsible for daily opening and closing procedures as well as protocol for call-in and/or covering shifts.
• Is responsible for providing Great Service to guests and team members. 
• Oversees departmental dress code and personal hygiene standards.
• Ensures cleanliness and organization in departmental work area.
• Facilitates weekly department huddles to include department training, performance measures, safety issues, Chico Culture, and positive reinforcement.

• Supports front office KPIs (guest satisfaction, response times, audit accuracy, etc.)
• Participates in goal setting and continuous improvement efforts.

KNOWLEDGE, SKILLS AND ABILITIES DESIRED:

• Has proven experience as an effective manager.
• Has excellent communication skills.
• Has core Customer Service skills and training.
• Has knowledge of Tech/Software platforms used in daily work.
• Develops and maintains strong knowledge of Chico Hot Springs history and property.
• Has ability to multi-task and work with high detail.
• 2-5 years of front office experience in a hotel or resort.
• Familiarity with hotel management software – experience with Opera or Opera Cloud a plus.
• Experience with guest messaging platforms and Microsoft Suite.
• First Aid / CPR certified, or willing to obtain certification.
• Proficient typing skills (30 WPM)

        PHYSICAL REQUIREMENTS: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Able to reach, bend, and stoop.
• Able to lift or carry 5 lbs. to 20 lbs.
• Able to work with full use of both hands.
• Able to go up and down stairs with and without carrying items.
• Able to stand for long periods of time.
• Able to sit for long periods of time.