Front Office Manager

POSITION SUMMARY

Oversees Front Desk and Transportation shifts. Accountable for the effortless and seamless movement of guests in and out of the property and providing exceptional levels of guest service through the guests' stay. Act as Manager on Duty on occasion and respond to emergency codes.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS

Manage and motivate all front office associates with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards. Oversee the front desk and PBX and ensure all Agents are following the guidelines and scripting. Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities. Review V. I. P. reservations, and resumes for incoming and in-house guests. Pre-register guests and communicate with other departments to ensure proper handling of guests and groups. Communicate with guest and associates both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct meaningful pre-shift meetings to disseminate pertinent information. Remain calm and alert, especially during emergency or heavy activity, and resolve complications such as location changes or credit issues. Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results. Resolve issues using discretion and the company guidelines. Ensure all issues and resolutions are properly logged. Responsible for the membership program and ensure that all guests who are members are appropriately recognized, meeting all company standards.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. Attend all property meetings as necessary. Locate Bell assistance, or personally escort guests to their rooms as appropriate. Report suspicious persons or activity to Security, the Manager on Duty, or the local authority as appropriate. Perform room inspections, which require bending, stooping, reaching overhead and moving throughout guest room floors. Maintain open communication with all property-operating departments. Other duties as assigned by the supervisor such as: cross training, assisting in other departments, etc. Give direction and be responsible for the implementation of plans Responsible for promoting the product and services to the targeted customer/guest group. Responsible for enhancing the product and service that is presented to the guest. Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Thorough organizational and supervisory skills to train the Front Office staff on systems and brand standards to enable successful Front Office operations. Ability to access and accurately input and retrieve information using a moderately complex computer system. Ability to establish and maintain effective working relationships with associates, customers, and patrons. Ability to read, listen and communicate effectively in English, both verbally and in writing. Ability to stand for long periods of time, walk, bend, reach and move continuously to oversee area and inspect rooms and public areas on all floors of the property Must possess basic computational ability. Must possess basic computer skills. Extensive knowledge of the property, its services, and facilities. Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

EDUCATION AND EXPERIENCE

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. College degree with hotel major is preferred. Prior Front Office leadership experience required.

GROOMING

All associates must maintain a neat, clean and well groomed appearance (specific standards available). FLSA Designation exempt

OTHER

Upon employment all associates are required to comply with the standards, rules and regulations which may be established by the Company and updated from time to time. Associates who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment. The Hospitality business functions seven days a week, twenty-four hours a day. Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Associates may also be required to attend group and/or department meetings in addition to the work shift as necessary. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time. I have read, or have had read to me the preceding job description. I agree to follow it to the best of my ability. LM SERVICES CORPORATION GROUP