Front Office Manager

The Historic Warwick Melrose is seeking an energetic individual that is goal oriented, has great attention to detail and excels in guest service.  Come join a team that is ready to learn and follow in the direction of excellence.

POSITION PURPOSE

Oversee the daily operations of the front office.  Ensure that front desk and communications meet hotel standards for maximum guest satisfaction.  Act as the main contact for guests and other hotel departments in the absence of the Director of Front Office.

ESSENTIAL FUNCTIONS

Ensure efficient guest registration, check out and telephone service.  Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.  

Observe front desk and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.

Direct and train front desk staff and operators.  Assist in new-hire and on-going training.   Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.   Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.  Review the daily room availability and inform staff.  Check status of departures on a daily basis.   Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.  \

Ensure all necessary reports and forms are completed daily.

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

 Assist Guest Relations/Receivables as necessary.

Assist in the selection, training, and development of the personal

Any other duties as assigned by the Rooms Division Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.   

Requires good communication skills, both verbal and written.

Extensive knowledge of the hotel, its services and facilities.

Must have excellent customer relations skills and leadership capability.  

Must be detail oriented with outstanding organizational and communication skills.

Must possess basic computational ability.   

Must possess basic computer skills.

Must have excellent leadership capability and customer relations skills.