Front Office Manager

POSITION PURPOSE:

To keep all Guest Service Agents, Bell, Valet and Shuttle, and PBX team members well trained in every section of the department. Keep communications open between staff and all departments to avoid any misunder-standing of the hotel’s goals, guest relationships, and the type of service that is required. Promote the morale of department team members. Maintain guest standards for service by: anticipating guests’ needs, ensuring requests are followed up on, monitoring and recognizing guest service trends and acting on them. Ensure V.I.P. service and local tourist information is provided to all guests of the hotel. Work closely with the Assistant Front Office Managers.

ESSENTIAL FUNCTIONS:

Ensure the Front Office acts as a liaison between guests, other departments, and outside service vendors to make certain that the guests’ needs are anticipated and met on a continual basis. Re-solve guest complaints and monitor all Stay Experience, Google and Trip Advisor feedback.

Monitor and maintain systems for room inventory control to ensure maximum occupancy and room rates while preserving good relations with the hotel guests. Proficiency in OnQ R&I is required. Monitor and maintain preventive credit control, monitor high balance and No-Charge accounts. Verify ac-curacy of financial reports and cash deposits. Maintain standard procedures for the processing of in-house guest accounts. Establish, a method of payment with accounting, monitor, and control all cash handling procedures. Maintain a proper record retention system for all required Front Office forms and guest information.

Establish and maintain Front Desk and Bellmen procedures and policies. Monitor and implement procedures to increase guest satisfaction in such areas as, but not limited to, incom-ing calls, outgoing calls, wake up calls, receiving and delivery of mail, packages, faxes, etc. Work to improve our Mystery Shopper scores. Coordinate and create staffing schedules to comply with oc-cupancy and budget requirements. Complete the labor tracker weekly. Ensure proper Manage-ment coverage on all shifts.

Interview and select all Guest Service team members. Establish, implement, and improve an ongo-ing program for the orientation, training and development for all team members. Maintain depart-mental communication through the effective use of departmental and individual meetings. Work with team members to achieve turnover and the annual Team Member Survey goals. Write and conduct all annual performance reviews in a timely manner. Encourage and promote an active team member empowerment atmosphere.

Provide team members with adequate supplies and keep equipment in good repair. Ensure an ad-equate supply of guest amenities are kept on hand. Keep an accurate inventory of all Front Office items, manage par levels, while order-ing according to need/budget.

Participate in departmental and hotel meetings, monthly Front Office Manager Webinar (hosted by Hilton), and monthly Blue Energy meetings. Maintain current information on all marketing programs in which the Hilton Columbus participates and communicate this to all Guest Services Team Members.

Establish, maintain, and monitor HOTSOS and Kipsu

OTHER:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Team members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, team members may be required to work varying sched-ules to reflect the business needs of the hotel. The varied schedule is to include, but not be limited to: 45 hours per week (minimum), days, nights, weekends, Holidays.

Upon employment, all Team Members are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities set forth by the Hilton Columbus at Easton, Olshan Properties and Hilton hotels. Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the General Manager and/or Director of Rooms, based upon the particular requirements of the Hotel.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demon-strate that he or she can perform the essential functions of the job, with or without reasonable accommoda-tions, using some other combination of skills and abilities.

Ability to supervise, coordinate and motivate the activities of the department staff.

Ability to apply technical knowledge of federal and state tax regulations to practical situations within the hospitality industry.

Ability to react quickly/decisively to changes in the Front Office and Hotel.

Ability to stand and walk for extended periods of time.

Ability to concentrate in high volume high pressure area.

Ability to use and understand Yardi

Ability to type a minimum of 50 words per minute, while being proficient with Microsoft Office Suite and E-mail services

Ability to learn Front Office computer programs OnQ and R&I quickly, and display proficiency

Ability to analyze trends in comment card scores, safety reports, GSTS scores, turnover and help set

applicable policies.

Visual ability to read manufacturer’s instructions, correspondence, etc.

Ability to write and speak and communicate in English, to comprehend and communicate instruc-tions to both the hotel and its clients.

Ability to grasp, lift, and carry or otherwise move goods weighing a minimum of 25 lbs.

Ability to perform duties in a confined space.

Ability to perform tasks requiring bending, stooping, and kneeling.

Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, collect accurate in-formation, and solve guest concerns.

Ability to develop and train subordinates and accomplish goals in a timely manner.

Ability to work under time constraints and deadlines, must be productive in quantity and quality of work.

Ability to work in a 365 day environment and be on call 24 hours. Must work a minimum of 45 hours/ week.

Ability to delegate effectively.

Ability to translate technical information or problems into layman’s terms.

Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.

Protect employer’s privacy and data; keep passwords safe.

QUALIFICATION STANDARDS

Education: High School degree and any other combination of education and experience that

provides the required knowledge, skills, and abilities. Advanced Front Office

knowledge gained by experience or formal training. Four year degree in

Hotel/Restaurant Management preferred.

Experience: Minimum of two years Hotel Assistant Front Office Manager experience.

Supervisory skills acquired through training or equivalent knowledge.

Licenses or Certificates: Valid Ohio Driver’s License

Ability to obtain any government required licenses or certificates.

CPR certified preferred. T.I.P.S. training preferred.

Grooming: All Team Members must maintain a neat, clean and well groomed appearance

according to the Olshan Properties Team Member Handbook.

Other: Additional language ability preferred