Front Office Manager

Position: Front Office Manager Exempt Reports To: General Manager Position Overview The Front Office Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Hay Adams Standards of Excellence in all areas supervised. Essential Duties & Responsibilities Manage and monitor activities of all employees in the Front Office department ensuring adherence to standards of excellence and the guidelines set in the employee handbook, hotel policies and procedures, including coaching, training and corrective action where needed. Maintain a professional and high‑quality service‑oriented environment at all times. Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests; check accommodations, ensure special requests are carried out, greet guests upon arrival and escort them to accommodations if appropriate. Assume full responsibility for scheduling and payroll of the department. Assume full responsibility for managing operating expenses and purchasing for the department. Set front office budget, monitor P&L and cash handling throughout the year; supervise the upsell program at the front office and work with the yield management team to maximize revenue. Work closely with the Housekeeping Department to improve guest services and foster cross‑departmental communication. Coordinate daily activities with the hotel management team. Hold monthly department meetings to keep staff informed, reinforce standards of excellence and promote a strong team atmosphere and culture. Be aware of and enforce all fire‑life‑safety procedures, remain current with updates, ensure staff is fully trained in emergency procedures; this position is a member of the hotel’s emergency response team. Qualifications To perform this job successfully, an individual must be able to perform each essential duty to a satisfactory standard. 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 essential functions. Education High School diploma, general education degree or international equivalent required. College degree preferred. Experience Previous Front Office experience in a supervisory/management capacity in a luxury property required. Previous customer service and general computer experience required. Property Management Software experience preferred. Supervisory Responsibilities Responsible for supervision and training of all Front Office employees, including but not limited to Assistant Front Office Managers, Management Trainees, Concierge, Bell and Door staff, Night Manager, Night Auditor and Lobby Ambassador. Language Skills Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred. Additional Duties Any other job duty deemed necessary by the General Manager would also apply. #J-18808-Ljbffr Workstream