Hotel Front Office Manager

POSITION PURPOSE

Seeking leader minded, initiative taking, Front Office Manager personnel to oversee and support the Front Office department to ensure compliance with operating procedures, standards of total guest satisfaction. This individual would also be responsible for helping front desk staff complete the registration process by obtaining data from the guest and/or reservations print out, inputting information via computer or through a manual process and confirming pertinent information (number of guests in room, room preference, special requests and departure date) if need be. Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Act as Manager on Duty on occasion and respond to emergency codes.

EXAMPLES OF DUTIES

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

2. Confirm room rate visually, do not announce it. Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.

3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.

4. Promptly answer the telephone, within three rings at the service promise help desk and front desk. Use your name when answering; speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.

5. Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.

6. Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.

7. Problem solve, resolve customer issues.

8. Receive wake up call requests form guests, repeat information including guest’s name, wake up time and room number back to caller as it is taken, accurately and expediently log or input information via a manual or computerized system. When automated system not available, deliver wake up calls at the requested time, wishing the caller a good morning and providing the temperature.

9. Complete all other duties assigned by your supervisor or manager.

SUPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

· Locate bell assistance to escort guests to their rooms as appropriate.

· Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Have guest complete signature card.

· Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

· Use the photocopier to make copies of items as required.

· File registration cards in room number order.

· Retrieve registration cards from the files for each check out.

· Other duties as assigned by the supervisor such as: cross-training Bell staff or other areas as needed.

· Report suspicious persons or activity to a supervisor immediately.

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

· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

· Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

· Ability to read English sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.

· Ability to stand for long periods of time.

· Ability to read, listen and communicate effectively in English, both verbally and in writing.

· Ability to access and accurately input information using a moderately complex computer system.

· Hearing and visual ability to observe and detect signs of emergency situations.

Job Type: Full-time

Pay: $54,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Experience:

• Hotel management: 1 year (Required)

Work Location: In person