FRONT OFFICE MANAGER

POSITION PURPOSE

Assist the General Manager with overseeing the Front Office operation and staff to maximize revenues and profits while attaining optimal guest satisfaction. Ensure guest satisfaction by resolving issues while maintaining a high level of employee morale. Assist General Manager with continual training of staff, scheduling and other duties as assigned.

ESSENTIAL FUNCTIONS

Perform same duties as Guest Service Agent.

SUPPORTIVE FUNCTIONS

Observe front desk agents 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, answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, ensure efficient guest registration and checkout, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Resolve guest concerns on the spot in a manner which is beneficial to all involved.

Oversee the daily operations for the Front Desk. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Check shift checklists to monitor accuracy and completion, to include loads of laundry per shift. Act as the main contact for guests and other hotel departments in the absence of the General Manager.

Direct and train front desk staff. Assist in new-hire and on-going training. Direct and assist front desk staff, ensuring that all work is completed efficiently and according to schedule. Direct and Train staff on mystery call program. Take ownership of scores and coach and motivate team for constant improvement.

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 and General Manager.

Communicate regularly each day with housekeeping to update room status and ensure rooms are completed every day and in a timely manner.

Ensure all necessary reports and forms are completed daily, specifically the DSR report daily and the WAR report each Monday.

Implement and monitor all corporate marketing programs to include franchise Frequent Stayer Program. Train staff and report to General Manager on progress or lack thereof.

Maintain the Front Desk area for appearance, organization and operational effectiveness. Inspect employees’ uniforms, operational departmental areas for cleanliness and organization, correcting as necessary.

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.

• Maintain, organize and clean work area, lobby and other public areas.
• Place weekly Breakfast food order.
• Act as main contact for groups. Administer contracts through GM with approval on rate structure.
• Assist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Wash, fold and put away laundry. Stock laundry storage areas.
• Book reservations for those guests who approach or call the Front Desk.
• Balance all cash, check, credit card and city ledger accounts through verification.

JOB REQUIREMENTS

• Required to work a flexible schedule, to include a mix of shifts, split shifts and unique hours as needed.
• Computer proficiency required in hotel property management system.
• Ability to train and motivate front office personnel.
• Strong knowledge of Front Desk and Reservations system and procedures, and franchise standards.
• Must have strong management and leadership capabilities.
• Excellent written and verbal communication skills.

OTHER

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.

This job summary is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.