Front Office Manager

Assist in managing the day to day activities of hotel operations to ensure guest satisfaction and maximize hotel profitability. Serve as the General Manager in his/her absence.

Duties and Responsibilities

ESSENTIAL FUNCTIONS

• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert General Manager of potentially serious issues.
• Ensure all staff is properly trained, including safety, and supplied with the equipment and tools needed to effectively carry out their job functions/duties.
• Monitor safety conditions and employees' conformance with safety procedures; update emergency plans and procedures and assure that effective training is conducted for these programs in all departments
• Assist General Manager in the development, implementation and monitoring of financial and operation plans for the hotel which support the overall objectives of the company. Provide regular direction and manage hotel operations for all the following areas.
• Front office, revenue, and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established/set goals are achieved.
• Food and Beverage, which may include Breakfast and/or Sundowner functions, to ensure standards of operation and quality and guest satisfaction are maintained.
• Maintenance and Housekeeping functions to ensure compliance with quality and brand standards in all areas of the hotel; establish and implement procedures to ensure routine inspections of all guest rooms/suites, linens, public areas, public restrooms, lobby areas, furnishings, fixtures, and equipment, etc. are clean and/or in good repair. Ensure preventative maintenance programs are in place to protect the physical assets.
• Foster positive employee relations, and reconcile time edits and payroll administration in compliance with wage and hour regulations.
• Ensure guest convenience store is stocked and maintained in an orderly and appealing manner. Monitor inventory and order replenishments in a timely and efficient manner.

• Monitor and report variances against budget; and control labor costs and other expenses.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
• Make recommendations for capital improvements to enhance the assets of the company and brand loyalty.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departments management.
• Hold weekly meetings with Housekeeping, Maintenance, Front Desk and F&B personnel to ensure hotel goals are met
• Interact with outside contacts:
• Guests – to ensure their total satisfaction
• Owners and/or Principals – regarding operation updates and current issues
• Vendors – to resolve any vendor performance issues, etc
• Regulatory agencies – regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)

• Perform other duties as assigned.
• Serve as Manager on Duty as assigned.

Job Type: Full-time

Work Location: In person