Front Office Manager

Job Description

The primary duties of the Front Office Manager is to ensure guest satisfaction and overall efficiency of front office operations, to train staff as outlined in the Front Office Training Procedures and ensure staff are prepared to provide excellence to our guests and visitors at all times.

Essential Functions and Responsibilities of the job include but are not limited to:

• Knowledge, understanding, and adherence to Company Core Values and Mission Statement.
• Act as Manager on Duty (MOD)
• Implements and maintains Front Office department minimum standards. Responsible for the hiring, training, and supervision of property front office staff. Prepares work schedule for staff and authorizes payroll for the department based on approved labor standards.
• Resolve any guest’s issues and performs tasks that require your discretion and authority.
• Able to make reasonable and professional decisions.
• Assist and guide the front office staff through their daily duties and responsibilities.
• Verify credit card authorizations for processing advance deposits.
• Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Special Requests, etc.
• Complete credit check daily.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Responsible for covering/finding replacements for call-offs.
• Use appropriate phrases and greetings when interacting with guests.
• Offer assistance to the individual needs and requests of all guests in a timely and efficient manner
• Train Front Office staff as outlined in the Front Office Training Procedures.
• Ensure staff is prepared to be courteous, efficient and available to provide excellence to our guests and visitors at all times.
• Work closely with the hotel’s management team and communicate effectively.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations.
• Conduct self in a friendly and attentive manner during all guest encounters.
• Maintain a clean and safe working environment at all times.
• Responsible for working in a safe and conscientious manner. Adhere to all safety policies and procedures.
• Maintain guest confidentiality at all times.

Qualifications

Knowledge/Education/Experience:

• High School diploma or equivalent preferred.
• Experience in a hotel or a related field preferred.
• Hotel PMS Systems – Opera Cloud a plus

Physical Requirements:

• Ability to stand during entire shift
• Long hours are sometimes required
• Must maintain composure under pressure

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Paid time off

Work Location: In person

Salary : $50,000 - $55,000