Front Office Manager

Front Office Manager

The Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Office Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.

Essential Duties

• Controls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
• Ensures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc
• Constantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered to
• Conducts pre-shift meeting and inspect employees' grooming and attire
• Monitors the check in/check out process
• Responsible for coaching and counseling personnel within the Front Office
• Completes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick time
• Ensures exceptional guest service is achieved for the check-in and check-out
• Maintains a system of communication between the Front Office and other departments
• Works closely with the General Manager to review revenue and guest service goals
• Works with the Sales Department to ensure that all group room requirements are met and properly billed
• Coordinates with sales department to satisfy all group expectations and needs
• Follows-up on all VIP blocks and inspect rooms prior to arrival
• Controls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etc
• Inspects departure report daily, updating records as necessary
• Reviews Housekeeping Reports and rectify all discrepancies before end of shift
• Reviews Room Revenue Report to ensure rates are correctly entered before close of day
• Coordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairs
• Monitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billings
• Receives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GM
• Reviews daily business levels, anticipates critical situations and executes solutions
• Builds rates and packages within the property management system, manages said rates accordingly
• Ensures all corporate rates are entered within the property management system within 24 hours of contract being signed
• Monitors all billing activity by day
• Manages inventory of units and complete close outs on extranets as required
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
• Adheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
• Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible
• Learns, understands, refers to, and enforces the Standard Operating Procedures
• Fulfills Manager on Duty shifts
• Any and all duties assigned by management

Minimum Requirements

• Must have high school diploma or equivalent
• Must have minimum of three years' experience in Front Desk operations (hospitality preferred)
• Must be able to communicate effectively in English
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

Knowledge / Skills / Abilities

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and employees
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Must have self-starting personality with an even disposition
• Maintain a professional appearance and manner at all times
• Ability to communicate well with guests
• Ability to observe and detect signs of emergency situations
• Ability to establish and maintain effective working relationships with associates, customers and patrons
• Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Must have basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to access and accurately input information using a moderately complex computer system
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height
• Ability to stand, walk and continuously perform behind the front desk

Compensation: $55,000.00 per year

Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For more information, visit us at CarterHospitality.com.

Purpose: Enriching lives by crafting exceptional environments and experiences.

Niche: We design, build and care for unique settings where communities thrive and memorable experiences come to life.

We are an Equal Employment Opportunity employer.