Job description

Department: Rooms Reports to: Hotel Manager

Position: Front Office Manager Status: Exempt

Position Summary:It is the primary responsibility of the Director of Front Office to oversee all aspects of the Front Office and staff, to ensure quality guest satisfaction and operational efficiency.

Accountabilities: The Director of Front Office must ensure smooth operation of the Front Desk and all of its operations. He or she is responsible for staying within budgetary guidelines, following guidelines as specified in S.O.P.'s, being the champion of SALT scores and training employees within those guidelines.

Qualification Standards

Education & Experience:

• At least 3 years of progressive experience in a hotel or a related field required
• High School diploma or equivalent required
• College course work in related field helpful
• Previous supervisory responsibility required

Tools & Equipment:

• Computer, projector, copier, scanner, other office equipment, telephone
• Ability to work in Excel, Word, PowerPoint
• ONQ experience a PLUS

Work Environment:

• Under variable temperature conditions
• Under variable noise levels
• Outdoors/Indoors
• Around chemicals, fumes and or odor hazards
• Around dust and or mite hazards

Physical Requirements:

• Long hours sometimes required
• Must be able to stand for long periods of time
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Ability to work under variable temperatures and noise levels
• Near Vision - The ability to see details at close range

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
• Excellent communication skills; fluency in English required. Bilingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
• Interact with hotel guests
• Assist Front Desk Agents with check-ins and check-outs, confirming all SOP's are being followed properly
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
• Supervise staff including; interview, hire, schedule, train, develop, empower, coach & council, recommend and conduct performance and salary reviews, resolve problems, provide open communications, recommend discipline & termination as appropriate
• Authorize and sign adjustments over the limit
• Complete understanding of emergency systems
• Coordinate training programs for all Front Office employees
• Review and evaluate all department personnel in accordance with company policy
• Handle guest complaints, react quickly, logging and notify proper areas to service guest
• Research customer complaints and respond in a timely manner
• Must be able to perform all Front Desk duties
• Issue employee communication and counseling when needed
• Monitor spending to insure expense control and maximum profit
• Issue memos to staff as needed
• Review financial statements
• Assist with prepare the annual rooms budget
• Check and respond to electronic communications in a timely fashion
• Implement policies and programs to guarantee compliance
• Communicate all new policies, information, and directives to all employees
• Maintain open door policy
• Assist in handling problems in the workplace, including anticipating, preventing, identifying, evaluating, and acting quickly to help resolve in a favorable manner
• Prepare and submit weekly payroll for direct reports

Marginal

• Complete special projects in a timely manner as required for GM and Executive Committee Members
• Tour all public space
• Inspect guest rooms for quality and cleanliness
• Check and respond to electronic communications in a timely fashion
• Other duties as required

All New Castle employees are special safety and security agents and, whenever possible, are to report of correct and safety or security deficiencies. They are to be constantly on the alert for any unsafe or unsecured areas which bay threaten the wellbeing of guest or fellow employees or the maintenance and security of the hotel property and react accordingly.

This hotel functions 7 days a week, 24 hours a day. All employees must realize that we schedule as business dictates.

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/ or changes in this job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.

Employee Name (Print) Supervisor Name (Print)

Employee Signature Date Supervisor Signature Date

Job Type: Full-time

Pay: $52,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Lexington, KY 40507: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 3 years (Required)

Work Location: One location

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