Front Office Manager

Description

POSITION JOB DESCRIPTION

TITLE:

Front Office Manager

DEPARTMENT:
Front Office

REPORTS TO:

Director of Operations, Dual General Manager

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check‑out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake‑up to provide guests with timely and efficient service.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Assist and make recommendations to the Director of Operations in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Greet guests, offer assistance with check‑in/check‑out, deliver laundry and store luggage.
• Provide guest transportation as required by hotel’s standard operating procedures.
• Order all supplies and maintain inventory control minimizing unnecessary expenses.
• Follow‑up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
• Responsible for covering/finding replacements for call‑offs.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Ensures all new hires are aware of all aspects of the hotel and are trained according to the IHG/Choice onboarding training plan.
• Ensure all associates are properly trained on Opera along with all other systems/procedures that will help them provide our guests with quality service.
• Provide motivation to the department.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake‑up log, etc…)

10-30 associates

At G Lodging, our core values which provide a guide for our decisions are:

• Do the Right Thing: demonstrate empathy, honor and integrity in all that we do.
• Think We, not Me:
  Together as a team we reach new heights in our work and community.
• Be Your Best Self:
  We are engaged, move with purpose, and serve with enthusiasm.
• Think Like a Guest, Act Like an Owner:
  Anticipate the needs of our guests and value our properties.

Drawn from our core values, each competency is built upon a set…