Front Office Manager

Summary: Assist with supervising the front office area while maintaining data on room occupancy, and communication with Sales, Housekeeping and Catering concerning arrivals and departures.

Essential Job Functions: Include the following. Other duties may be assigned.

• Supervise all Front Desk Agents, Bell, PBX, Front Office Supervisors, Guest Relations Dept, and Valet Dept.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Create and post all Front Office associate schedules.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance standards and be available to work on a regular basis.
• Perform any other job-related duties as assigned by Director of Front Office.
• Diplomatically handle guest complaints in the absence of the Director of Front Office, including situations that arise when hotel is oversold, irate guests, etc.

Required Skills and Abilities:

• Full-Time Management position that requires a flexible schedule and the ability to work day/night shifts, weekends, and holidays. A varied schedule.
• Must have the previous experience in hospitality
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

Education and Experience:

• High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity. Reservation knowledge is helpful.

Language Skills:

• Excellent service skills including etiquette and ability to work with the public. Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golf knowledge.

Reasoning Ability:

• Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Abilities:

• Ability to communicate and work well with fellow employees and other departments. Maintain a presentable appearance, behavior and manner at all times. Ability to process administrative work. Ability to manage multiple tasks effectively.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.