Front Office Manager

JOB OVERVIEW:

Manage all aspects of the Front Office areas which may include, but is not limited to guest registration, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree in hotel management/Business Administration, plus 3 years of Front Office/ guest services experience including management experience, or equivalent combination of education and experience.
• Must speak fluent English.

• Manage day-to-day operations and assignments of the Front Office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate disciplinary related actions in accordance with company rules and policies. Alert management of potential serious issues.
• Ensure all staff is properly trained on systems, security, and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor Front Office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the Front Office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company. Develop action plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority club enrollments, etc.
• Achieve budgeted revenues, control labor costs and expenses, maximize profitability within all areas of the Front Office. Participate in the preparation of the annual departmental operating budget and financial plans which support overall objectives of the hotel.
• Maintain procedures for monies, credit card and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include accounting, revenue, management, sales and marketing, catering, food and beverages, housekeeping, and maintenance.
• Interact with outside contacts: Guests -to ensure their total satisfaction. Regulatory agencies-regarding safety and emergency matters. Other contacts as needed (professional organizations, community groups).
• Perform other duties as assigned.
• May serve as “manager on duty” as required.