Front Office Manager

JOB OVERVIEW

The Front Office Manager directs all aspects of the front office (for example; guest registration, bell services, business center, telephone services, concierge services, guest reservations, house accounts, and billing issues) to deliver a guest experience that is unique and brings the brand to life.

At Holiday Inn® we want our guests to relax and be themselves which means we need you to:

· Be you by being natural, professional and personable in the way you are with people.

· Get ready by taking notice and using your knowledge so that you are prepared for anything.

· Show you care by being thoughtful in the way you welcome and connect with guests.

· Take action by showing initiative, taking ownership and going the extra mile.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

· Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.

· Implement strategies to upsell hotel services and amenities.

· Collaborate with other departments to maximize revenue opportunities.

· Oversee the night audit function and management of guest house accounts.

· Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

· Participate in weekly Leadership Team & RMH revenue meetings.

PEOPLE

· Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching, and regular feedback to help manage conflict and improve team member performance.

· Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards.

GUEST EXPERIENCE

· Ensure front office staff provides guest with prompt service, professional attention and personal recognition.

· Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

· Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

RESPONSIBLE BUSINESS

· Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

· Train team members of phone procedures to protect guest safety/security, and serve as a central communications point during emergency/crisis situations.

· Respond appropriately to emergency situations and coordinate with relevant authorities.

· Perform other duties as assigned. May also serve as Manager of Duty.

ACCOUNTABILITY

This is a leadership position at the hotel and reports directly to the Rooms Division Manager. Directs Assistant Front Office Manager, front desk supervisors, guest service agents, night auditors, and bell/van services.

QUALIFICATIONS AND REQUIREMENTS

High school graduate or equivalent required, college degree preferred. Three years front desk supervisory experience required.

• Must be able to communicate clearly in both verbal and written form.

• Demonstrate skills with problem solving, reasoning, motivating, and training.

• Proficiency/Aptitude to operate and learn computer software applications.

• Position involves frequently standing and occasionally carrying or lifting items up to 50 pounds.

• Flexible work schedule that may require nights, weekends, and holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.