Front Office Manager Position Available In Watauga, North Carolina

Front Office Manager Welcome Hotel Boone, Inc 840 East King Street, Boone, NC 28607

General Responsibilities:

Directly supervise all front office personnel and ensure proper completion of all front office duties. Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas. Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area. Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

Revenue:

Financial:

Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seeking new ways to increase room revenue and occupancy.

Rates:

Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.

Sales & Marketing:

Work closely with the sales team and capitalize on all revenue opportunities.

Profit:

Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

Quality:

Guest Service:

Ensure that the hotel meets/exceeds H. House and Brand standards for guest satisfaction.

Leadership:

Leading:

Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.

Work Ethic:

Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, Professional work environment and adhere to H. House’ Standard Operating Procedures.

Specific Responsibilities:

Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the H House Director of Operations. Be proficient in the property management system and train front desk personnel. Have a good understanding of all the hotel operating procedures. Enforce all existing new policies and procedures with the front office and breakfast area staff. Maintain proper staffing in all front office areas and the breakfast area. Prepare and post the front office and breakfast area staff work schedules in a timely fashion. Conduct regular performance reviews of front office and breakfast area staff. Constantly monitor front office communications logs. Monitor the appearance of all front desk and breakfast area staff, to ensure they are following the company uniform policy. Conduct weekly departmental meetings, and individual meetings as needed. Supervise delegated responsibilities and follows up. Be proficient in using all front office equipment such as credit card machines, copier and fax. Exhibit good leadership skills. Maintain all equipment, conduct an inventory on the last day of each month, and maintain office and breakfast area supplies at par. Inform the General Manager of any unique situations or unusual developments in front office operations. Handle guest complaints effectively. Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift. Complete weekly schedules for front office and breakfast area staff as per standard operating procedures. Understand the Chart of Accounts to code the invoices for the Front Office and the breakfast area. Process reservations by mail, telephone, fax and central reservation systems referrals. Process reservations received from sales office and other hotel departments. Have complete knowledge of room types and offered rate plans. Open and close out discount rates on reservation systems when applicable. Full understand the hotel’s franchise policy on guaranteed reservations and no-shows. Process cancellations and modifications to reservations. Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates