Front Office Manager

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Description The Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities and maintain the hotel's guest service scores. Position Requirements Education & Experience • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience • Supervisory experience required • Must be proficient in Windows operating systems, Company approved spreadsheets and word processing • Must have a valid driver's license from the applicable state • Must be able to convey information and ideas clearly • Must be able to evaluate and select among alternative courses of action quickly and accurately • Must work well in stressful, high pressure situations • Must maintain composure and objectivity under pressure • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests • Must be able to work with and understand financial information and data, and basic arithmetic functions Must have a minimum of 2 years of hotel supervisory or management experience. Job Duties & Functions • Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction • Motivate, coach, counsel and discipline all Front Desk personnel according to company S.O.P.'s • Ensure compliance to brand and company training, using the steps to effective training according to company standards • Prepare and conduct all Front Desk interviews and follow hiring procedures according to company S.O.P.'s • Develop employee morale and ensure training of Front Desk personnel • Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions • Supervise the Night Audit functions and monitor the House Charge Worksheet and Flash Report for accuracy • Participate in required M.O.D. program as scheduled • Ensure all end of the month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc. • Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis • Ensure that no-show revenue is maximized through consistent and accurate billing • Maintain company S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc. • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming • Monitor the process of taking reservations ensuring that company courtesy and up selling techniques are maintained • Greet and welcome all guests approaching the Front Desk in accordance with company S.O.P.'s • Ensure implementation of all company policies and house rules • Understand hospitality terms • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department • Coordinate all aspects of the ongoing implementation of the company philosophy of service • Ensure correct and accurate cash handling at the Front Desk • Attend monthly all-employee team meetings and any other functions required by management • Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to company standards • Obtain all necessary information when taking room reservations • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner • Be aware of all rates, packages and promotions currently underway • Follow and enforce all company hotel credit policies • Process and handle guest laundry (property specific) • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees • Maintain and monitor "Lost and Found" procedures and policies according to company standards • Establish and maintain key control system • Ensure participation within department for monthly team meeting • Focus the Front Desk Department on their role in contributing to the guest service scores • Monitor all V.I.P.'s, special guests and requests • Maintain required pars of all front office and stationary supplies • Review daily Front Office work and activity reports generated by Night Audit • Review Front Office log book and Guest Request log on a daily basis • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs • Conduct meetings according to company standards as required by management • Other duties as required • Access to back of house areas of the hotel and sensitive information • Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank • Interact and occasionally have unsupervised contact with guests and/or colleagues • Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, storage/liquor room, and secured file cabinets • Drive safely on behalf of the company for business reasons • Maintain a high level of trust and responsibility • Represent the company with certain level of reputation and good character as well as exercise sound judgement Full-Time/Part-Time Full-Time Salary Range 75,000 - 80,000 Exempt/Non-Exempt Exempt This position is currently accepting applications.