Front Office Manager

SUMMARY: The Front Office Manager is responsible for the daily quality and accuracy of the Front Office Staff and daily operations. Provide the highest standards relating to guest satisfaction, maintained through overall procedures of the Front Office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for the overall direction, coordination, and evaluation of the Front Desk and Guest Services departments (including Bell Staff).
• Analyzes customer feedback and provides strategic direction to continuously improve overall rating.
• Maintain guest satisfaction and addresses guest complaints including guest reviews via social media or surveys.
• Ensure employees are delivering service at a level that exceeds guest expectations.
• Responsible for hiring, termination and scheduling of personnel.
• Supervise the performance, attendance, attitudes, appearance and conduct of the staff.
• Coach & Counsel sessions when needed to correct behavior.
• Responsible for ensuring that all employees are trained on policies and procedures.
• Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
• Maintain an efficient system of communication between the Front Office and other departments, with regard to guest arrivals and departures.
• Inspect departure report daily, updating records, as necessary.
• Monitor daily performance of Front Office staff to ensure duties are completed accurately, efficiently, and timely.
• Greet guests in a friendly manner and follow check in procedures.
• Take payments and post accurately to guest accounts.
• Follow set polices regarding cash handling.
• Be aware of local attractions and restaurants and make recommendations to guests.
• Accurately communicate with other shifts regarding issues arising from day to day operations.
• Provide gracious and efficient telephone service as it relates to all incoming calls. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items as listed on shift checklists.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift. Ensure all folios are closed in a timely way.
• Completes departure report and follows up with the Housekeeping department on late check-outs.
• Reviews discrepancy report from Housekeeping; resolves discrepancies.
• Issue guest safety deposit boxes as requested.
• Maintain complete knowledge at all times of: all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
• Communicate all services, amenities and important updates of the hotel to guests and owners.
• Log all guest service requests and follow through to ensure requests are met.
• Access the hotel property management system (Maestro).
• Monitor and control overtime.
• Support safe work habits and contribute to a safe working environment at all times.
• Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
• Perform other related duties as requested by the supervisor.

QUALIFICATIONS, SKILLS & ABILITIES:

• 3 years of Managerial experience in Front Office/Reservation/Revenue required.
• Knowledge resort/hotel service standards, guest relations and etiquette.
• Ability to lead staff by mentoring that result in exceeding guests and homeowners /owner satisfaction.
• Ability to monitor labor while ensuring positions are staffed as needed and labor cost objectives are met.

• Ability to communicate with public, hotel staff and management in a professional manner.

• Excellent communication, verbal, written, customer service and organizational skills are a must.

• Knowledge of sales and surrounding areas including local events.

EDUCATION AND/OR EXPERIENCE:

• Three year’s related hotel/resort industry experience and/or training.
• High school or GED graduate. 

LANGUAGE SKILLS:  

• Ability to read, comprehend and provide instructions, both written and verbal.
• Ability to effectively present information to individuals and all sizes of groups (i.e. clients, customers,       guests, associates, managers etc.). 
• Ability to entertain clients in a professional business manner.

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and Outlook.
• Maestro experience a plus.
• Proficient in Outlook and Internet applications.

CERTIFICATES & LICENSES:

• Must provide valid document(s) to work in the US.
• Valid California Driver License is required (for specific positions).

WORK ENVIRONMENT:
The work environment at Resort ranges from wintertime lows of 30 degrees to summertime highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

• Use hands to finger, handle, or feel; and talk or hear. 
• Specific vision abilities required by this job include close vision.
• Lift 25-50 lbs. (for specific positions)
• Sit, stand and walk for long periods of time.
• Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.