Front Office Manager

JOB DESCRIPTION

JOB TITLE DATE REVISED

Front Office Manager 05/17/2024

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IMMEDIATE SUPERVISOR DEPARTMENT

General Manager Front-Of-House

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PURPOSE OF JOB

Oversee all daily front-of-house guest services, including supervising all functions of the department to ensure compliance with established Brand standards and company guidelines. Coordinate guest services and operations of the front-of-house with all hotel departments.

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ESSENTIAL FUNCTIONS:

• Ensure service quality, professionalism and a prompt and satisfactory resolution to all guest issues, inquiries, and requests.
• Rates & Inventory Management. Monitor inventory to maximize room availability and revenue. Assist with necessary room assignments and reassignments to maximize inventory and support front office operations.
• Ensure proper training and execution of Brand Loyalty program to ensure initiatives are being met.
• Responsible for day-to-day staff assignments and management of front-of-house staff, including the front desk agents, night auditors and breakfast hosts.
• Responsible for scheduling of front-of-house staff to ensure adequate coverage in keeping with the company’s staffing guidelines and labor budget.
• Responsible for submitting department employee time sheets to be approved and processed by the GM.
• Approve and process all hotel payroll for corporate approval in the absence of the GM.
• Responsible for remaining highly visible to guests and staff and providing additional support to front-of- house staff to include working desk shifts, providing breakfast services, and responding to emergencies.
• Ensure that all paperwork including daily reports, daily checklists, policies, and procedures for the front office are adhered to including: Rotating front desk bank, paid outs, and daily deposit preparation. Review all in-house reservations and cancellations to ensure they are executed correctly. Review future bookings, groups, tours and events and plan accordingly. Office supplies inventory & ordering. Key control of Staff, Vendor, and guest key assignments. Breakfast foods, beverages, and supplies inventory & ordering. Sundries inventory and ordering. Approve and code invoices for payment (in absence of the GM). Process any room damage claims and all follow-ups.
• Serve as next level escalation for all guest inquiries, concerns, or issues. Escalate to GM as needed.
• Ensure all front-of-house staff are properly trained and meet company and brand training requirements and guidelines.
• Participate in budget review and review monthly department financials to insure monthly and annual financial goals are met.
• Conduct daily and monthly stand-up meetings and huddles to keep staff trained, aware and informed.
• Other duties as assigned.

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SCOPE

Provide exceptional guest experience to all guests, vendors, and visitors. Provide an organized, safe, professional, and positive work environment to all front-of-house staff. Ensure the department operates in a profitable manner

working within approved budgets and staffing guidelines. Serve as the Manager-On-Duty when the GM is not available or off-site. Generate and follow through on all sales leads and opportunities.

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KNOWLEDGE AND SKILLS:

• Must have Valid Driver’s License
• A minimum of three years’ experience in Front Desk Hotel, or similar management position
• Strong computer skills including Microsoft Office and web-based hotel software and applications.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Excellent verbal and written communication skills
• Ability to work independently and without supervision.
• Strong sales lead generation and follow-through abilities
• Excellent Yield management, Rates & Inventory management abilities
• Proven ability to train, manage, and lead employees to achieve set goals and objectives.
• Able to lift a minimum of 25 pounds and go up/down multiple sets of stairs.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Vision insurance

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person

Salary : $16