Front Office Manager

Description We are looking for a Front Office Manager to join our team at Hotel West & Main in Conshohocken! We are looking for someone who can deliver exceptional customer service as well as lead and grow our front office team. Responsibilities The Front Office Manager is responsible for the success of the front desk, ensuring guest satisfaction and product quality standards are met, and managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. The manager displays exemplary performance for staff to follow. Essential Job Functions Maintains guest service as the driving philosophy of the hotel. Personally demonstrates a commitment to guest services in responding promptly to guest needs. Is committed to making every guest satisfied. Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards. Develops added value customer service programs. Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Meets or exceeds hotel guest satisfaction measures. Ensures hotel standards and services contribute to the delivery of consistent guest service. Acts as manager on duty for hotel and manages front desk operations. Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems. Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers. Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables. Produces accurate financial reports on time. Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists. Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk workforce. Maintains a positive, cooperative work environment between staff and management. Emphasizes employee selection, training and development as a way of doing business. Ensures all hotel employees know hotel objectives. Ensures personnel files are accurate and comply with local and federal laws and regulations. Administers personnel policies fairly and consistently. Resolves employee grievances in a fair and timely manner. Ensures employees understand policies, pay procedures, bonus plans and benefits. Helps develop management talent by acting as a mentor for direct reports. Ensures completion of training objectives and development plans. Monitors and maintains acceptable turnover levels. Knows local health and safety codes and regulations that apply to the hotel. Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc. Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc. Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them. Maintains physical product standards by managing preventive maintenance programs and scheduling deep-cleaning activities. Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects. Has acceptable property quality audits. Periodically inspects rooms, building exterior, parking lot, etc. Compensation and Benefits Annual Salary: $57,000 - $71,000 Benefits: At Concord Hospitality, we offer competitive wages and full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, short- and long-term disability options, 401(k) program, tuition assistance, discounted room rates at Concord managed hotels, plus training and development and career advancement opportunities. We are proud to be an EEO employer M/F/D/V. We maintain a drug‑free workplace. Equal Opportunity Employer. (Further details about rights are available from the Department of Labor.) #J-18808-Ljbffr