Front Office Manager

Job Description

Job Description

Benefits:

• Employee discounts

SUMMARY:

As a Hotel Front Manager, you'll be the General Manager’s go-to person, helping them oversee all aspects of the hotel's operations. You'll handle duties such as managing staff, ensuring an outstanding guest experience, and overseeing day-to-day operations. From coordinating with different departments to handling customer concerns and administrative tasks, your job is to keep the hotel running like a well-oiled machine while also making sure guests feel welcomed and satisfied.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assists in training new associates and newly promoted associates.
• Plans, schedules, assigns, directs, and reviews associate’s work.
• Reviews and approves direct report’s time and attendance records.
• Conducts or assists in conducting staff meetings.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Assists General Manager with counseling associates.
• Fulfills Manager on Duty shifts.
• Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
• Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
• Addresses complaints, identifies and resolves problems in a timely manner; may develop alternative solutions; uses reason when dealing with emotional topics and/or situations.
• Assists in the development and implementation of goals, policies, procedures, and priorities relating to the area(s) of responsibility.
• Performs quality assurance (QA) requirements for areas of responsibility.
• Thoroughly understands and implements the Brand service culture.
• Ensures orientation for new team members is thorough and completed in a timely manner.
• Assists team members in understanding guest service results; develops and follows-up on plans for improvement and expands strengths.
• Ensures a viable key control program is in place.
• Remains highly visible and be readily available and approachable for all guests.
• Extends professionalism and courtesy to guests at all times.
• Takes initiative to offer assistance or answer questions throughout the hotel.
• Become involved in community and/or government affairs.
• Assists supervisors in understanding associate’s needs and expectations and how to communicate with and motivate associates.
• Creates a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Sets clear expectations for team members; communicates goals and results; recognizes good team and individual performance on a continuous basis.
• Encourages staff to solve guest and associate related concerns.
• Assists the General Manager with scheduling based on occupancy, making sure staffing levels are appropriate to exceed guest expectations.
• Walk property numerous times daily, noting positives and deficiencies. Follows-up with team to assess training requirements.
• Assists with sales and marketing efforts as directed
• Ensures all required food audits are completed per system standards.
• Performs all shift checklist responsibilities.
• Supports team members to ensure their entire workload is completed daily.
• Performs functions of the General Manager in their absence.
• Performs other duties as required.

SPECIAL REQUIREMENTS:

• Prompt and regular attendance.
• Will be required to work nights, weekends and holidays.
• Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
• Act as a team leader / player with all levels of staff. Lead by example.
• Comply with hotel and/or department uniform and professional behavior and appearance standards.
• Adhere to property policies and procedures, the Employee Handbook, and/or other property or Vantage documents.
• Immediately respond to and/or report any suspicious activities, threats, robberies, injuries, etc. by guests, associates or others to the General Manager, proper authorities as appropriate.
• On-call status

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

• While performing the duties of this job, the associate is frequently required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear.
• The associate is regularly required to stand, walk, and reach with hands and arms.
• The associate must frequently lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The noise level in the work environment is usually quiet to moderate.

SELECTION GUIDELINES:

Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

Education and/or Experience:

• Hotel Management
• One-year hotel or management experience preferred.
• Or equivalent combination of education and experience.

Knowledge, Skills and Abilities:

• Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with hotel guests, other associates.
• Ability to communicate effectively and professionally verbally, in writing, and utilizing proper business telephone etiquette, and in making presentations.
• Ability to work in a fast-pace, high-energy and demanding work environment.
• Excellent time management skills; multi-tasks skills; ability to prioritize and coordinate details.
• Substantial knowledge of hotel operations or ability to learn quickly.
• Good management and supervisory skills.
• Ability to work as a team player with all levels of associates.
• Excellent problem analysis and problem solving skills required.
• Good computer skills.
• Dedicated, hard-working, self-motivated to work independently with little guidance.
• Flexibility to monitor and adjust schedules.
• Excellent guest relations skills.
• Effective negotiation skills and strategic thinking.
• Practice safety standards at all times.