Front Office Manager

Front Office ManagerJob Duties, Minimum Qualifications:Professional Experience:Preferably 3 years' experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related fieldManagement Experience:Establish and maintain attentive, friendly courteous and efficient hospitality at the Front DeskRespond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through the reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner. Follow up to ensure guest satisfactionMotivate, coach counsel and discipline all team members according to hotel standardsPrepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements.Computer Experience:Proficiency in:Microsoft WordExcelPowerpointData entryDatabase management systemsHotel Experience:Maximize room revenue and occupancy by reviewing status dailyAbility to analyze variances, monitor credit report and maintain close observation of daily house countEnsures the operation of the Front Office and Guest Services 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 occupancyEnsure no-show revenue is maximized through consistent and accurate billingAbility to perform all jobs within the Front Desk and PBX Departments, when neededOperate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.Monitor proper operation of the P.B.X. console and ensure that team members maintain SOP's for its useAssist in preparation of revenue and occupancy forecastsEnsure logging and delivery of all messages, packages, and mail in a timely and professional mannerMaintain constant communication with Housekeeping and General ManagerMaintain lobby and front desk presence during peak hours and as neededManage and organize large turn days (including guest check-ins and check-outs)Maintain safety deposit boxes per established standardsMonitor out-to-order, out-of-service, and discrepant and showroomsManage sell out opportunities; review arrivals report, and check on rooms inventoryEnsure correct and accurate cash handling at the Front DeskBe familiar with all brand specific programs and the procedures for eachEnsure that team members are knowledgeable in understanding and implementing the programsEstablish and maintain key control systemHave knowledge and understanding of all policies and procedures, including the Fair Treatment Policy and Equal Employment Opportunity, and communicate and enforce all policies fairly and consistently with staffBe knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetingsBe able to develop, implement, and maintain an effective guest relations program utilizing aggressive hospitality, Guest comment forms, and Guest Response programControl department expenses to achieve budgeted profitHave a working knowledge of night audit responsibilities and proceduresBe flexible and team player willing to perform other duties as may be necessary to meet or exceed customer satisfactionBe willing to cover shifts at a moments notice when an associate calls in on his/her teamEmotional Intelligence:Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressureEngage every guest in conversation and recognitionResolve any guest issue immediatelyPromote the hotel by demonstrating a high level of positive attitude and energy to serve our guestsAbility to anticipate guests' needsEmbraces and respects diversity and multicultural environmentSkills:Excellent communication; orally and writtenEducation:Background screening for previous criminal historyEmployment may be contingent upon at least 80% score on test on hotel's reservations system (PMS) after trainingAt least 2 years of higher education (beyond high school or G.E.D.)Strengths:Mathematical; statisticalSocialSpeaks in guests' preferred languageHotel is a smoke-free propertyCreativityOrganizationalAdministrativeSalesThe statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.