Front Office Manager

Job Description

Job Description

The Front Desk Manager will be primarily responsible for overseeing all aspects of a busy front office as well as working collaboratively with management and other team members and guests (internal and external) to meet deliverables and deadlines, ensuring the highest levels of guest service and standards are in place. The major areas of supervision include the Front Desk, Concierge, Valet, and Transportation.

Essential Functions:

• Ensure the front desk displays the highest levels of customer service and satisfaction.
• Motivate Team Members to ensure an optimal level of service and hospitality are provided to the hotel customers, both internally and externally.
• Implement company programs and supervise the daily operations of the front desk to comply with LSOPs and SOPs, respond to customers special requests, needs, problems, issues and concerns.
• Accommodate hotel groups according to resume ensuring optimal levels of customer satisfaction and repeat business.
• Monitor and control daily revenues and expenses, ensure procedures are followed and controls are in place to minimize losses and expenses and maximize hotel profits.
• Oversee the training and development of staff in such a manner as to ensure the highest-level customer service and assistance to clients, vendors and fellow co-workers both inside and outside of immediate team.
• Motivate, empower, resolve problems, provide open communication, coach and counsel and recommend discipline, as appropriate.
• Use appropriate department knowledge to communicate the department's procedures, prepare routine correspondence, documentation, forms, notices, and/or statistical reports.
• Assist in ensuring the safety and security of guests, Team Members, and the property.
• May assist DGS and ADGS in recruitment and hiring as needed.
• Perform Manager on Duty function as assigned.
• Participate in committees and meetings as requested.
• Assist the Front Desk staff in how to handle guest complaints or delicate situations in a

professional and diplomatic manner.

• Perform special projects as assigned.
• All other duties as assigned.

Knowledge and Skills:

Education/Experience:

Two years experience in hospitality-related industry and/or degree or coursework in Hospitality Management. One year of supervisory experience.

Skills and Abilities :

Requires supervision/ management skills. Ability to communicate in English. Second language desirable. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to create a positive work environment. Ability to handle cash and credit transactions. Ability to enforce all company rules and SOPs.

Communicate well in writing and orally, to lead a small team, to analyze and problem-solve, to provide excellent customer service.