Hotel Front Office Manager

ABOUT THE JOB:

The Front Office Manager delivers service in a friendly, courteous and helpful manner, the Front Office Manager plans, manages, coordinates, monitors, measures and acts upon all facets of the Front Office and the activities of associates in guest registration/check out, transportation, sundry shop, telephone services, night audit and security to ensure guest satisfaction and maximize hotel profitability.

The position serves as the Leader for the Front Office – the guest’s first, and usually most frequent contact, and as such is instrumental in revenue maximization, customer satisfaction, promoting repeat guests, and influencing the property’s and the company’s reputation in the community. Often viewed as “Command Central” the Front Office must be thoroughly trained and able to efficiently perform all emergency-related functions and duties while always “on stage.”

CORE ACCOUNTABILITIES:

• Oversee the day-to-day operations of the front desk, housekeeping and associated functions along with creating schedules.
• Ensure adherence to established procedures for all related activities by all supervised functions and personnel.
• Ensure compliance with all Brand Standards of Operations including all Guest Satisfaction programs.
• Oversee and participate in guest registration and check out.
• Carry out activities (night audit review, setting up group billing, making forecasts, controlling and placing orders for supplies, cross departmental communication) required for smooth functioning of the Front Office.
• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
• Achieve budgeted revenues and expenses and maximize profitability related to the rooms department. Investigate deviations from budget and take immediate corrective action.
• Analyze and generate reports and communicate information to employees and appropriate departments.
• Assist revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Monitor and maintain procedures for safety and security of guests, associates and hotel property. Ensure that all staff are trained and well prepared for emergency situations.
• Follow company policies and procedures and effectively communicate them to subordinates.

REQUIRED ATTRIBUTES:

• Hotel Experience: 5 years (Preferred)
• Hospitality Experience: 5 years (Preferred)
• Proven experience as a front desk manager or in a similar role, preferably in the hospitality industry
• Strong communication and interpersonal skills
• Good organizational٫ multitasking and problem-solving skills
• High school diploma or equivalency.
• Computer and financial management experience required.
• College level courses in business or hospitality preferred.
• Two to three years of business and customer service experience preferred.
• Effective written and verbal communication skills.
• Multiple language fluency is desirable.
• Work in an upright standing or sitting position for long periods of time
• Being able to adapt to a changing environment.

KPI’s:

• Average Room Rate
• Average Rate Per Guest
• Bedroom Occupancy Rate
• Revenue per available room
• Cost Per Occupied Room

Job Type: Full-time

Schedule:

• Day shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel Front Office Manager: 1 year (Required)

Work Location: In person