POSITION TITLE

FRONT

OFFICE MANAGER REPORTS TO

Director of Rooms

POSITION SUMMARY

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

DUTIES AND RESPONSIBILITIES

Trains, cross-trains and retrains all front office personnel. Participates in the selection of front office personnel. Schedules the front office staff. Supervises workload during shifts. Evaluates the job performance of each front-office employee. Maintains working relationships and communicates with all departments. Maintains master key control. Verifies that accurate room status information is maintained and properly communicated. Resolves guest problems quickly, efficiently, and courteously. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. Reviews and completes credit limit report. Works within the allocated budget for the front office. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager. Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash handling, check-cashing, and credit policies. Conducts Monthly scheduled meetings of front office personnel. Always wears the proper uniform. Requires all front office employees to always wear proper uniforms. Upholds the hotel's commitment to hospitality. Prepare performance reports related to the front office. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily. i.e., flash report, allowance etc. Monitor high-balance guests and take appropriate action. Ensure implementation of all hotel policies and house rules. Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. Prepare revenue and occupancy forecasting. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Ensure that employees are always, attentive, friendly, helpful, and courteous to all guest managers and other employees. Monitor all VIP's special guests and requests. Maintain required pars of all front office and stationery supplies. Review daily front office work and activity reports generated by Night Audit. Review the Front office logbook and Guest feedback forms daily. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs. Perform other duties as requested by management. Must be able to lift and carry up to 40 pounds. Must be able to stand in stationary position for longer periods of times up to 75% Maintaining brand standards and scores.

PREREQUISITES

EDUCATION:

Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE

Minimum of three years of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks. 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