Front Office Manager

JOB DESCRIPTION JOB TITLE DATE REVISED

Front Office Manager 05/17/2024 ===============================================================================

IMMEDIATE SUPERVISOR DEPARTMENT

General Manager Front-Of-House ===============================================================================

PURPOSE OF JOB

Oversee all daily front-of-house guest services, including supervising all functions of the department to ensure compliance with established Brand standards and company guidelines. Coordinate guest services and operations of the front-of-house with all hotel departments. ===============================================================================

ESSENTIAL FUNCTIONS

Ensure service quality, professionalism and a prompt and satisfactory resolution to all guest issues, inquiries, and requests. Rates & Inventory Management. Monitor inventory to maximize room availability and revenue. Assist with necessary room assignments and reassignments to maximize inventory and support front office operations. Ensure proper training and execution of Brand Loyalty program to ensure initiatives are being met. Responsible for day-to-day staff assignments and management of front-of-house staff, including the front desk agents, night auditors and breakfast hosts. Responsible for scheduling of front-of-house staff to ensure adequate coverage in keeping with the company's staffing guidelines and labor budget. Responsible for submitting department employee time sheets to be approved and processed by the GM. Approve and process all hotel payroll for corporate approval in the absence of the GM. Responsible for remaining highly visible to guests and staff and providing additional support to front-of- house staff to include working desk shifts, providing breakfast services, and responding to emergencies. Ensure that all paperwork including daily reports, daily checklists, policies, and procedures for the front office are adhered to including: Rotating front desk bank, paid outs, and daily deposit preparation. Review all in-house reservations and cancellations to ensure they are executed correctly. Review future bookings, groups, tours and events and plan accordingly. Office supplies inventory & ordering. Key control of Staff, Vendor, and guest key assignments. Breakfast foods, beverages, and supplies inventory & ordering. Sundries inventory and ordering. Approve and code invoices for payment (in absence of the GM). Process any room damage claims and all follow-ups. Serve as next level escalation for all guest inquiries, concerns, or issues. Escalate to GM as needed. Ensure all front-of-house staff are properly trained and meet company and brand training requirements and guidelines. Participate in budget review and review monthly department financials to insure monthly and annual financial goals are met. Conduct daily and monthly stand-up meetings and huddles to keep staff trained, aware and informed. Other duties as assigned. =============================================================================== SCOPE Provide exceptional guest experience to all guests, vendors, and visitors. Provide an organized, safe, professional, and positive work environment to all front-of-house staff. Ensure the department operates in a profitable manner working within approved budgets and staffing guidelines. Serve as the Manager-On-Duty when the GM is not available or off-site. Generate and follow through on all sales leads and opportunities. ===============================================================================

KNOWLEDGE AND SKILLS

: Must have Valid Driver's License A minimum of three years' experience in Front Desk Hotel, or similar management position Strong computer skills including Microsoft Office and web-based hotel software and applications. Proficient in time management; the ability to organize and manage multiple priorities. Ability to take initiative and effectively adapt to changes. Excellent verbal and written communication skills Ability to work independently and without supervision. Strong sales lead generation and follow-through abilities Excellent Yield management, Rates & Inventory management abilities Proven ability to train, manage, and lead employees to achieve set goals and objectives. Able to lift a minimum of 25 pounds and go up/down multiple sets of stairs.

Job Type:

Full-time Pay:

From $16.00 per hour

Benefits:

Dental insurance Employee discount Flexible schedule Vision insurance

Experience:

Hotel experience: 1 year (Required)

Work Location:

In person