Front Office Manager

Job Title: Front Office Manager

Department:  Front Desk

Reports To:  General Manager

FLSA Status: Non-Exempt

Summary: Responsible for directly supervising all front office personnel and ensuring proper completion of all front office duties. Also, for directing and coordinating the activities of the front desk, reservations, guest services, and telephone areas, as well as preparing monthly reports and budgets for the front office department, by performing the following duties.

Duties and Responsibilities include the following. Other duties may be assigned.

• Trains, cross –trains, and retrains all front office personnel.*
• Participates in the selection of front office personnel.*
• Schedules the front office staff.*
• Supervises workload during shifts.*
• Evaluates the job performance if each front office employee.*
• Maintains working relationships and communicates with all departments.*
• Maintains master key control.*
• Verifies that accurate room status information is maintained and properly communicated.*
• Resolves guest problems quickly, efficiently, and courteously.*
• Updates group information, maintains, monitors, and prepares group requirements, as well as relays information to appropriate personnel.*
• Reviews and completes credit limit report.*
• Works within the allocated budget for the front office.*
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.*
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.*
• Enforces all cash-handling, check-cashing, and credit policies.*
• Conducts regularly scheduled meetings of front office personnel.*
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.*
• Upholds the hotel's commitment to hospitality.*
• Prepares performance reports related to front office.*
• Maximizes room revenues and occupancies by reviewing statuses daily. Analyzes rate variances, monitors credit reports and maintains close observation of daily house counts. Monitors selling statuses of house daily, i.e. flash reports, allowances etc.*
• Monitors high balance guests and takes appropriate action.*
• Ensures implementation of all hotel policies and house rules.*
• Operates all aspects of front office computer systems, including software maintenance, report generation and analysis, and simple configuration changes.*
• Prepares revenue and occupancy forecasting.*
• Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.*
• Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.*
• Monitors all V.I.P 's special guests and requests.*
• Maintains required pars of all front office and stationary supplies.*
• Reviews daily front office work and activity reports generated by night audit.*
• Reviews front office log books and guest feedback forms on a daily basis.*
• Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.*

Supervisory Responsibilities:

Manages one subordinate supervisor who supervises a total of five employees in the front office operations department. Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises five employees (non-supervisory). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of word processing, spreadsheet, accounting, inventory, and internet software, and contact management systems.

Education/Experience:

Associate's degree (A.A./A.S.) or equivalent from two-year college or technical school; and four to six years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, and Other Abilities:

• Oral and written communication skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, sit, use hands, and talk or hear. The employee is occasionally required to walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.