Front Office Manager

Overview

Description The Front Office Manager is responsible for:

• Coordinates the daily operations of front office/ reservations to ensure that the services exceed the expectations of the owners/guests.
• Ensures compliance with all policies, procedures and regulations.
• Monitors both the productivity and qualitative work product for the Guest Service Agents and Reservations.
• Determines and assigns work projects and priorities in response to occupancy and future reservation needs.
• Ensures that all quality standards are met.

• Hire staff to ensure that all areas of responsibility are properly covered and within budget.
• Conduct orientation training of new associates to explain company policies.
• Assign all associates their duties, and inspect work for conformance to prescribed company/franchise standards of cleanliness.
• Prepare all schedules for the department and forwards same to senior management for approval.
• Inventories stock to ensure adequate supplies.
• Investigate complaints and takes corrective action.
• Prepare any reports concerning room occupancy, payroll expenses, and department expenses.
• Record data concerning work assignments and special projects and prepare periodic reports.
• Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.
• Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.
• Interact with fellow associates in a courteous and professional manner.
• Ensure that all guest requests you receive are satisfied in a timely and efficient manner.
• Provides service in a highly professional manner at all times.
• Complete associate safety training in compliance with franchise procedures, regulations and the Front Office Manager.
• Review internal management reports to include: occupancy forecasts, night audit summary, payroll edits, man-hour and payroll reports, productivity results from the prior day, operating checkbook accounts and schedules.
• Generate all department purchase orders and forwards same to senior management for approval.
• Attend weekly staff meeting
• Check periodically each day on any and all special project work.
• Participate with formation of department annual operating budgets.
• Ensure that the hotel maintains all standards as defined by any third-party affiliations (hotel franchiser) where applicable.
• Perform month end inventories in a timely and accurate manner.
• Ensure that all department employees receive comprehensive training as specified by the Operating Business Plan Assumptions.
• Enforce 100% staff compliance with uniform and grooming standards.
• Report unsafe work conditions/practices and safety/security violations in accordance with Company policy.

• Demonstrated ability to work as a positive member of a leadership team, developing associates to their maximum potential and maintaining a supportive work environment.
• Ability to read and interpret common scientific and technical journals, financial reports and legal documents.
• Ability to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management, public groups, hotel employees and outside agencies/authorities.
• Ability to apply advanced mathematical concepts such as exponents, logarithms and permutations.
• Ability to apply mathematical operations in accomplishing job tasks.
• Can define problems, collect data, establish facts and draw valid conclusions form interpretation of extensive and varied technical instructions (in mathematical or diagram form).
• The employee must regularly lift and/or move up to 25 pounds.
• Specific vision abilities are required.
• Occasional maintenance of pool chemical levels.

• Education – Requires High School diploma.
• Education (preferred)—Bachelor’s Degree (B.S.) from four-year college or university.
• Education (preferred)—Pool chemical maintenance certification.
• Experience – Requires two to three years related experience as a Front Desk Clerk, or equivalent combination of education and experience.