Front Office Manager

[Front Office Manager]

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC):

Professional Experience

• Preferably 3 years’ experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related field

Management Experience

• Establish and maintain attentive, friendly courteous and efficient hospitality at the Front Desk
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through the reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner. Follow up to ensure guest satisfaction
• Motivate, coach counsel and discipline all team members according to hotel standards
• Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements.

Computer Experience

Proficiency in:

• • Microsoft Word

  • Excel

  • Powerpoint

  • Data entry

  • Database management systems

Hotel Experience

• Maximize room revenue and occupancy by reviewing status daily
• Ability to analyze variances, monitor credit report and maintain close observation of daily house count
• Ensures the operation of the Front Office and Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy
• Ensure no-show revenue is maximized through consistent and accurate billing
• Ability to perform all jobs within the Front Desk and PBX Departments, when needed
• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that team members maintain SOP's for its use
• Assist in preparation of revenue and occupancy forecasts
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
• Maintain constant communication with Housekeeping and General Manager
• Maintain lobby and front desk presence during peak hours and as needed
• Manage and organize large turn days (including guest check-ins and check-outs)
• Maintain safety deposit boxes per established standards
• Monitor out-to-order, out-of-service, and discrepant and showrooms
• Manage sell out opportunities; review arrivals report, and check on rooms inventory
• Ensure correct and accurate cash handling at the Front Desk
• Be familiar with all brand specific programs and the procedures for each
• Ensure that team members are knowledgeable in understanding and implementing the programs
• Establish and maintain key control system
• Have knowledge and understanding of all policies and procedures, including the Fair Treatment Policy and Equal Employment Opportunity, and communicate and enforce all policies fairly and consistently with staff
• Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings
• Be able to develop, implement, and maintain an effective guest relations program utilizing aggressive hospitality, Guest comment forms, and Guest Response program
• Control department expenses to achieve budgeted profit
• Have a working knowledge of night audit responsibilities and procedures
• Be flexible and team player willing to perform other duties as may be necessary to meet or exceed customer satisfaction
• Be willing to cover shifts at a moments notice when an associate calls in on his/her team

Emotional Intelligence

• Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
• Engage every guest in conversation and recognition
• Resolve any guest issue immediately
• Promote the hotel by demonstrating a high level of  positive attitude and energy to serve our guests
• Ability to anticipate guests’ needs
• Embraces and respects diversity and multicultural environment

Skills

• Excellent communication; orally and written

Education

• Background screening for previous criminal history
• Employment may be contingent upon at least 80% score on test on hotel’s reservations system (PMS) after training
• At least 2 years of higher education (beyond high school or G.E.D.)

Strengths

•  Mathematical; statistical
• Social
• Speaks in guests’ preferred language
• Hotel is a smoke-free property
• Creativity
• Organizational
• Administrative
• Sales

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.