Front Office Manager

Front Office Department

Job Description

MISSION

Manages the execution and day-to-day activities of all operations in the rooms' area department (currently as Hotel Front Desk, DTS, R Pantry, Hotel Runners) and leads the room operations team in absence of Hotel Manager. Strives to continually improve hotel guest and department associate satisfaction as well as maximize the financial performance of the department affecting overall hotel revenues. Monitors compliance with standards and procedures and assists in meeting or exceeding property goals, Marriott-related hotel metrics, and other management-level property initiatives. Assists associates in carrying out guest arrival and departure procedure, maintaining arrival areas and lobby cleanliness and RCSAV Service Standards.           

REPORTS TO

Hotel General Manager

MANAGES

Front Office Supervisors, Front Desk Agents, DTS Agents, Hotel Runners and Night Audit

DRIVERS OF SUCCESS

• Guest Service Obsession (and ability to instill extreme hospitality in team)
• Nurture motivation, empowerment, teamwork and continuous department improvement
• Knowledge of Room Operations
• Room Yield Management Skills   
• Initiative and Leadership as a Department Head
• Excellent Communication Skills
• Hiring, Training and Coaching Skills
• Professional, Responsible, Loyal and Trustworthy 
• Organization Skills; Ability to Multi-Task in busy, fast-moving hotel operations
• Ability to work and lead during various shifts and operational hours 7-days a week with work-week flexibility, based on hotel business demands                                                                                                                                                                     

PRIMARY FUNCTIONS

• Hires, supervises, trains, and ongoing development of all Front Office associates
• Meets budget for Front Office operational cost and revenue
• Reviews department financials, hotel sales and activity reports, and other guest-focused performance data to measure productivity and WIG goal achievement and to determine areas needing attention or improvement
• Oversees Front Office and related ancillary areas, including but not limited to, Main Entrance/Arrival Area. R-Pantry, DTS and hotel Front Desk area; ensure all standards for quality, cleanliness and service are met
• Performs desk shift-leader and related job functions as needed; opens and closes Front Desk shifts ensuring completion of assigned shift checklist and other duties
• Manages Front Office inventory of team supplies, guest supplies, R-Pantry inventory, guest laundry/dry cleaning, any other guest-focused programs(s)
• Expected to participate in the Manager on Duty (MOD) weekend rotation program
• Actively manages any hotel-related incident reports, Associate Alert Device (AAD) champion, managers AAD portal compliance
• Knowledgeable on all hotel-related emergency procedures and safety programs
• Managers Guest Satisfaction systems; strives to continually improve guest satisfaction
• Manages Renaissance Navigator program, or like involved program
• Acts as property Marriott Bonvoy connector program liaison
• Verifies and communicates that goals and performance expectations are being translated to the team as they related to guest tracking and productivity
• Trains and mentors associates in understanding in understanding guests' ever-changing needs and expectations, and exceeding them
• Manages and trains associates in the use of guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences
• Interacts with guests to obtain feedback in product quality and service levels; effectively responding to and handles guest problems and complaints
• Responsible for the pull-through of key Marriott initiatives including but not limited to Mobile Guest Services, GXP Chat, Marriott Customer Care and others
• Maintain the property's cleanliness standards
• Facilitates and directs all team scheduling
• Verifies that key control program is in place and compliant
• Runs and reviews critical reporting related to rooms operations, updates GM
• Ensures accuracy of locally-loaded rate programs to maximize room revenue and property occupancy
• Supervises same day selling procedures to maximize room revenue and property occupancy
• Understands the impact of Room Operations on the overall property financials goals and objectives
• Understand night audit procedures and being able to comprehend and utilize reports as necessary
• Understands and complies with loss prevention policies and procedures
• Effectively tracks associate time and attendance, ensuring team accountability                                
• Ensures Leisure Sports Hospitality Human Resources policies and employment practices are followed in all supervised departments
• Ensures compliance with Leisure Sports Hospitality, Marriott and Renaissance Standard Operating Procedures and Brand Standards
• Other responsibilities or projects as assigned by the Hotel General Manager                                                                                           

ESSENTIAL PHYSICAL REQUIREMENTS

• Able to write, speak clearly, read, hear and see
• Standing for prolonged periods
• Walking, bending, kneeling
• Lifting and carrying (up to 30 lbs.)
• Typing and computer operation
• Occasional telephone work/use