Front Office Manager

Reports to: General Manager

Job Description

Do you enjoy a fast-paced environment? We are looking for an experienced Hotel Front Office Manager (FOM) to join our team at the historic Lancaster Arts Hotel in the heart of Lancaster County. Our ideal candidate is an ambitious, hardworking, self-starter willing to uphold the hotel's commitment to hospitality. You will act as the ‘face’ of our company and ensure visitors receive a heartwarming welcome. You will coordinate all front desk activities, including calls, reservations and guest services. As a Front Office Manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. You should be able to ensure our front desk provides professional and solid friendly customer service to our guests.

Responsibilities:

· Excellent time management and organizational skills.

· Ensure implementation of all hotel policies and house rules.

· Operate all aspects of Front Office Opera PMS computer system.

· Resolves guest problems quickly, efficiently, and courteously.

· Enforces all cash-handling, check-cashing, and credit card policies.

· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

· Works within the allocated budget for the Front Office.

· Prepare reports related to Front Office.

· Maximize room revenue and occupancy by reviewing status daily.

· Analyze rate variance, maintain close observation of daily house count.

· Monitor selling status of house daily. Ie flash report, allowance etc.

· Monitor high balance guest and take appropriate action.

· Prepare revenue and occupancy forecasting.

· Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

· Review Front office log book and Guest feedback forms on a daily basis.

Management requirements:

· Participates in the interview and selection of Front Office personnel.

· Reviews the group resumes, event schedules and daily reports to ensure proper staffing of the Front Office.

· Conducts regularly scheduled meetings of Front Office personnel.

· Review daily shift office work completed by employees.

· Prepares weekly schedules the Front Office staff as well as Breakfast staff.

· Maintains working relationships and communicates with all departments.

· Perform other duties as requested by management.

Qualifications:

· 3-5 years hotel Front Office management experience.

· Experience managing teams of 5 - 10 employees.

· Opera PMS system experience preferred but not required.

· Weekends as required by management.

· Thorough knowledge of customer service, office management and basic bookkeeping procedures

· Proficiency in English (oral and written), Bilingual a plus

· Solid knowledge of MS Office, particularly Outlook, Excel and Word

· Excellent communication and people skills

· Good organizational and multitasking abilities

· Problem-solving skills

In addition to a great work environment, the benefits our talented team enjoys:

· Competitive compensation

· Professional development and growth

· Paid time off for vacation, holiday and sick

· Company-sponsored medical plans including health, dental, vision, life, LTD, STD, METLIFE plans for Accident / Critical Illness / Hospital, Legal Shield plan, Identity Shield plan, and Flexible Spending Plans for Medical and Dependent Care

· 401(k)-retirement plan

· Employee Assistance Program (EAP)

· Awesome Hotel Discounts

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• On call
• Weekend availability

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Relocate:

• Lancaster, PA 17603: Relocate before starting work (Required)

Work Location: In person