Front Office Manager

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, laundry, breakfast, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when the General Manager is not available.

• Revenue:
  • Financial:
    Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
• Rates:
  • Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
• Guest Acquisition:
  • Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Quality:
  • Guest Service:
    Ensure that the hotel meets/exceeds Athena Hospitality Management and Brand standards for guest satisfaction.
• Leadership:
  • Leading:
    Motivate, coach and train Front office team Associates, set goals and hold team Associates accountable, and provide feedback, rewards, and recognition.
  • Work Ethic:
    Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Athena Standard Operating Procedures.

• Send a daily end of the day activity and accomplishment email to the General Manager
• Be proficient in the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all of the hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office (including Laundry) areas
• Prepare and post the front office (including laundry) and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office, laundry, and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor the appearance of all front desk, laundry, and breakfast area staff, to ensure they are following company uniform policy.
• Conduct departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follow up.
• Be proficient in the use of all front office equipment such as credit card machine, copier and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax, and central reservation systems referrals.
• Process reservations received from sales offices and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Properly maintain and carry out the Lost & Found Log and items.

• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discreet with criticism.

Disclaimer

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.