What are the responsibilities and job description for the FRONT OFFICE MANAGER position at Texas Western Hospitality Group?
Our Front Office Manager:
Directly supervises the Front Desk staff and department operations (e.g. hiring, terminating, disciplinary actions, and performance evaluations). Schedules subordinates, maintaining adequate staffing levels while adhering to labor standards guidelines.
Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.
Assures maximum guest service through training, including but not limited to hotel amenities, the local area, shopping, dining, entertaining, current groups and banquet functions.
Monitors Revenue Management systems to ensure the hotel is positioned as a market leader in RevPAR.
Selects or assists in the selection of hotel staff and complete all new hire paperwork.
Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations.
Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
Conducts or assists in conducting staff meetings.
Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
Receives and resolves or assists in resolving guest complaints and employee issues.
Performs functions of the General Manager in their absence.
Covers shifts in all departments as scheduled by the General Manager
Corresponds with group and travel agents to answer special requests for rooms and rates
Assists with sales and marketing efforts as directed
Maintains and implements established Emergency Procedures, assuring the security of guests and monies.
Participates in the preparation of the hotels annual budget.
Answers inquiries pertaining to hotel policies and services
Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines
Note: Other duties as assigned by General Manager or Area Director