Front Office Manager

Front Office Manager

Reports to: AGM/GM

Department: Rooms

OUR STORY

The Forester Hotel is the natural selection for modern comfort and evolutionary service. Founded on the motto of "Love of Science and Nature", the city of Lake Forest has always been at the crossroads of preservation and progress with its open lands backing up to office parks and the cobblestone streets of historic Market Square leading to Starbucks and Williams Sonoma. We’re blazing new trails with boutique offerings including an upscale bistro bar and over 4,500 square feet of flexible event space.  

BENEFITS

• Competitive compensation package
• Full benefits package, including 401K and paid time off
• Professional development
• Hotel discounts at locations worldwide

JOB DESCRIPTION

The Front Office Manager (FOM) at The Forester Hotel is responsible for ensuring that exceptional service is provided to all guests. The Front Desk Manager is expected to exercise a high level of independent judgment and discretion in delivering exceptional guest experience, resolving complex service issues, and overseeing daily front office operations. This role requires confident decision-making that upholds the standards of luxury hospitality, while ensuring that each guest interaction reflects personalized care, professionalism, and attention to detail. The FOM will oversee the operations of the front desk department, train and supervise the team to maintain superior customer service standards, and ensure the hotel runs smoothly to achieve the highest level of guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Guest Services: Greet guests and efficiently manage check-in and check-out procedures using the Property Management System (PMS).
• Cash Handling: Handle cash transactions accurately, ensuring precise hotel charges and maintaining thorough accounting records.
• Team Leadership: Attend and occasionally lead daily pre-shift meetings with team members to ensure smooth operations.
• Inventory Management: Assist the Director of Operations or Assistant General Manager with ordering supplies and managing market items.
• Sales & Reservations: Utilize effective communication skills to answer inquiries, accept reservations, and promote hotel amenities to enhance room sales and overall revenue.
• Customer Relations: Maintain excellent customer relations by promptly addressing questions and concerns in person and over the phone.
• Telephone Operations: Operate the telephone system proficiently, including managing incoming calls, directing in-house calls, scheduling wake-up calls, and managing trace requests for efficient guest service.
• Front Desk Operations: Maintain a courteous and friendly demeanor at all times to foster a welcoming atmosphere and ensure smooth operations.
• Checklists & Documentation: Complete shift checklists diligently to ensure all shift responsibilities are accurately handled. Maintain the front desk logbook to facilitate communication and report any issues to incoming shifts and supervisors.
• Guest Mail & Messages: Manage incoming guest mail, messages, and faxes by sorting and distributing them promptly.
• Market Attendant: Serve as a cashier and attendant in the market area as required.
• Management Responsibility: Act as Manager on Duty in the absence of executive committee members or the Director of Operations. Safety & Security: Ensure compliance with Safety and Security Policies, training team members and reporting suspicious activities of guests, visitors, or staff.
• Incident Reports: Write guest incident reports as needed and maintain security for guests and property.
• Physical Requirements: Able to stand for long periods, walk throughout the workday, and perform tasks that require reaching, bending, pushing, pulling, and twisting.
• Other Duties: Perform other duties as assigned by management to support hotel operations.

QUALIFICATIONS

• Education: High School Diploma, GED, or equivalent work experience.
• Customer Service: Friendly demeanor with excellent communication and customer service skills.
• Organizational Skills: Strong organizational and prioritization skills.
• Technical Skills: Prior experience using Windows-based software preferred.
• Physical Abilities: Ability to stand 90% of the day and perform physical tasks such as lifting supplies (up to 50 lbs.), bending, and reaching.
• Experience: Previous front desk or hospitality experience is preferred.