Front Desk Manager

Front Office ManagerThe primary role of the Front Office Manager is to facilitate the management of daily operations and the Front Office staff. This position will also assist with overseeing and supervising guest arrivals and departures, as well as providing a high level of customer service ensuring that personalized service is offered to each and every guest.Work RequirementsAssist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operationsComplete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbookMonitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in placeAssist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office AgentsRespond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat businessEnsure Standard Operation Procedures are being followed by Front Office staffEstablish a positive and effective working relationship with all departments in the hotelAssist in controlling open and closed dates, availability and condition of roomsComplete weekly supply inventories to ensure adequate pars of suchProvide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standardsStay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniquesKeep the Director of Operations informed of all pertinent information related to the department and report irregularities and problems as they occur along with recommendations for solutionsMay supervise a mid/large team of support, production, craft or lower-level professional employeesMay manage elements/portions of a budgetPrimary contribution is supervising other peopleSchedules work, approves vacation and manages overtimeAssigns and checks work, provides guidance, training, day-to-day directionKnowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel propertyOther duties as assignedQualificationsCollege Degree PreferredMinimum 3 years of a lead role or supervisory experienceMinimum 5 years Front Office experience in a hotel requiredProfessional appearance and demeanor requiredMust be able to communicate effectively with all levels of ManagementMust have the ability to handle stress and pressure while maintaining composureMust have the ability to resolve problems effectively and in a positive mannerAbility 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 conflictsMust be detail oriented and have strong organizational skillsMust have proper telephone etiquetteMust be able to multi-task and to meet deadlinesBasic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Epitome is a plusAbility to read, write and speak English to prepare complex reports of room availability and revenues generatedBasic mathematical skills and considerable skills using a calculator to prepare moderately complex mathematical calculations without errorMust be able to work a flexible schedule including nights, holidays and weekends as business demands