Front Office Manager

Job Description

• Provide leadership for guest service team to ensure smooth operations of front of house operations
• Act as liaison between guest service representatives, management and all departments to ensure proper communication.
• Create, edit and implement front desk procedures to ensure accuracy, five-star service and consistency in all operations.
• Oversee new-hire training and on-going training for all guest service team members on all procedures, rates, packages and hotel services.
• Resolve guest service problems quickly, efficiently and courteously.
• Enforce all cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Review night audit reports, front office log book and guest feedback & reviews on a regular basis.
• Monitor all VIP's, special requests, packages and ensure timely delivery and charging for all items.
• Ensure all front desk staff are attentive, friendly, helpful and courteous to everyone.
• Coach team members, as needed, to maintain consistency in operations and high service standards.
• Ensure all team members are in proper uniform.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follows all hotel safety policies, procedures & standards.
• Conduct regularly scheduled meetings for front desk personnel.
• Attend weekly managers meeting and ensures communication flow-through of all pertinent information.
• Participate in MOD shift schedule
• Maintain all front desk equipment & supplies and manage pars to keep necessary items at-hand.

• Must have previous hospitality management experience.
• Customer Focus, Customer Service, Excellent Verbal communication,
• Must be willing to work holidays and weekends