Front Office Manager

Front Office Manager Homewood Suites Historic Downtown Charleston Charleston, SC Job Details Full-time $55,000 - $58,000 a year 21 hours ago Qualifications Budget management Inventory management Night audit Expense management Upselling Greeting customers Hotel quality control Routine inspections Managing hospitality teams Mid-level Emergency management Performance management Team development Training employees on security practices Continuous improvement Team management Financial control management Conflict management Mentoring Hotel customer satisfaction operations Office management Managing hospitality operations budgets Cash handling Hotel safety procedures Staffing management Overseeing training Health and safety training programs Customer complaint resolution Staff development Full Job Description The role of the Front Desk Manager is to manage all aspects of the front office, for example guest registration, bell services, business centre, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life. The role requires an in depth understanding of the hotel industry, the local area and the key drivers of guest satisfaction. The delivery of "Uncompromised Service" begins at the front desk and the Front Desk Manager is responsible for managing all aspects of the front desk and its staff. Examples include guest registration, bell services, business centre, telephone services, concierge services, and guest reservations. The performance of the front desk also has an impact on profitability and the Front Desk Manager is responsible for watching rates and managing opportunities to upsell. The Front Desk Manager is a key part of creating a culture of service at the hotel and is responsible for teaching and building that culture of service to his/her direct reports and the rest of the hotel staff. Your responsibilities are diverse in nature and include, but are not limited to: Ensure guests are greeted upon arrival by making time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction. Ensure front office staff provides guests with prompt service, professional attention and personal recognition. Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. Help oversee night audit function and preparation of daily night audit packages. Develop plans to increase occupancy and ADR through walkins and upselling at the front desk Help manage daytoday staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards. Train team members on safety procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. Perform other duties as assigned. May also serve as manager on duty.