Front Office Manager

Essential Functions and Responsibilities of the job include but are not limited to: Complete daily walk through checklist of all hotel public spaces upon arrival. Note and follow up on anything that is needed for correction. Attend & Complete AM & PM Daily lineup with team. Go over service reminders, VIPS and general info for all staff. Make sure it is upbeat, find one positive to discuss and make sure to praise any recent reviews or great service moments. Review House Count for the next 3-5 days. Balance house, Pre block, hard block, review resumes, ensure all notes are correctly loaded into PMS reflecting pertinent information for the group and ensure routing is completed for groups. Complete any daily or weekly reports that need to be completed. Daily Recap & MMR reports sent out on time. Review Pass-on from previous shift. Follow up on all items as noted. Make contact with each guest that requested something or showed concern and express that you are aware and apologize/recover guest. Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests and our internal guests. Spend 1-2 hours of prime time on the desk and drive per day. Understand what concerns the team is facing, have conversations with guests. Ensure team is prepped and ready to take care of guests. Assist with any tools or training needed to lift level and provide positive feedback for team. Ensure we are properly staffed/scheduled at the front desk to manage the hotel. If needed, add staff or cut staff as needed to ensure hotel is maximizing productivity. Hold weekly one to one's with Supervisor staff. Make sure they are productive and keep pulling up the level of the team. Make sure all boutique items, bikes and Dry cleaning postings are entered daily. Track dry cleaning charges against invoices and make sure all EE's are paying for any Dry cleaning charges they incur. Ensure Supervisor is doing an effective pass-on and help them get off the clock on time. Check their checklist and review pertinent concerns from the shift. Communicate effectively with guests and fellow team members. Hold regular one on ones, keep sensitive information confidential. Ensure staff and team understand importance of communication. Proficient at all Guest Service systems and processes. This includes Night Audit, All computer systems, Check in and out procedures, copiers and proper filing of all paperwork. Supervise, train, coach Guest Service Team on systems, processes, procedures and interactions. Complete audits of service and observe interactions. Praise when done well, and coach when needed. Ensure Signature scores are maintained and followed in accordance with standards. Review all shop calls, go over with staff. Update Signature boards, review recordings with staff members to encourage learning and keep info fresh. Oversee and ensure accountability in all aspects of Guest Service Team's performance. Responsible for all front office activity during scheduled shifts. Runs the desk, ensures team is doing proper and timely checklists and all documents are kept in working order. Check time cards to posted schedule. Ensure incentives are posted to agents who earned incentives for Signature, sell outs and upsells. Track issues for rooms and ensure team is following up and is complaint to standards Reinforce SOP's and General Guidelines. Create SOP's and MEMO's for front office, ensure all are posted and signed off on and uploaded to Ultipro. Hold FD meeting once per month. Create an Agenda and have a sign in sheet. Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone. Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel. Coach and Counsel staff when needed-respond quickly to all concerns. Prepare and submit written documentation and deliver to staff when required. Track overall performance, complete 90 day and yearly reviews for all staff in FD. Complete all HR documents in a timely fashion as they come to the Hotel and ensure all paperwork is returned to HR prior to deadline. Interview, hire and train team members to ensure understanding of their role and position. Coach new trainees, check for learning and test on new subjects. Ensure Scores are upheld for guest surveys, check in and out should be above 90 at all times. Send out email report for the surveys to be sent. Attend all pertinent in house hotel meetings, all DKN training sessions, interact and engage in a professional manner. Fill out Incident reports as needed for guests and team members with accidents, items damaged and concerns related to anything that would require coverage from our insurance. Respond to all requests with a sense of urgency and create a sense of urgency from the hotel staff. Keep note of anything that lags or where we need to improve. Ensure all guests have adequate credit on file and are able to settle billing with us. Credit must be established for guests to check in with us. Perform other duties as assigned, requested or deemed necessary by management. Lead the HAFH Experience *Management retains the discretion to add or change the duties of the position at any time. * Supervisory Responsibility : Responsible for supervision of Guest Service Team/ Front Office. Has overall responsibility of hotel operations in the absence of the General Manager. Independent Judgment Used : Frequently within the guidelines established by management and to the extent of operating within the Company policies and procedures. Working Conditions/Environment : Entire interior and exterior of entire property. Minimum of two (2) years hotel experience as Front Desk Manager or progressive front desk responsibility. Strong English skills, both oral and written. Prefer multi or bi lingual. Skills/Abilities/Other Requirements : Hotel front desk operations and procedures. Personnel supervision and training. Salesmanship and public relations. Ability to make timely, effective decisions. Ability to prioritize, organize and delegate work assignments. Ability to maintain good team member relations. Ability to develop and maintain effective guest relations. Ability to manage multi-departmental operations. Ability to direct performance of team members and follow-up with corrective action where needed. Ability to work long hours, 5 to 6 days a week. Basic accounting procedures. Cash registers, computers and calculators required. Current valid driver's license, proof of auto liability insurance. Physical Requirements : Frequently driving, walking indoors, outdoors, up and down stairs, standing, sitting, bending, stooping, twisting, reaching, lifting and carrying. Reaching above, at and below shoulder level. Lifting and carrying unassisted up to 20 lbs. Additional Comments : Must be aware of the importance of safety and security. Endeavor to be conscious of safety and security at all times. Living the DKN Values' behaviors Friendly and courteous to guests and fellow team members at all times.