Front Office Manager

Front Office ManagerThe Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Office Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.Essential DutiesControls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achievedEnsures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etcConstantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered toConducts pre-shift meeting and inspect employees' grooming and attireMonitors the check in/check out processResponsible for coaching and counseling personnel within the Front OfficeCompletes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick timeEnsures exceptional guest service is achieved for the check-in and check-outMaintains a system of communication between the Front Office and other departmentsWorks closely with the General Manager to review revenue and guest service goalsWorks with the Sales Department to ensure that all group room requirements are met and properly billedCoordinates with sales department to satisfy all group expectations and needsFollows-up on all VIP blocks and inspect rooms prior to arrivalControls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etcInspects departure report daily, updating records as necessaryReviews Housekeeping Reports and rectify all discrepancies before end of shiftReviews Room Revenue Report to ensure rates are correctly entered before close of dayCoordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairsMonitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billingsReceives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GMReviews daily business levels, anticipates critical situations and executes solutionsBuilds rates and packages within the property management system, manages said rates accordinglyEnsures all corporate rates are entered within the property management system within 24 hours of contract being signedMonitors all billing activity by dayManages inventory of units and complete close outs on extranets as requiredResponsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problemsAdheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazardsAdheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbookMonitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possibleLearns, understands, refers to, and enforces the Standard Operating ProceduresFulfills Manager on Duty shiftsAny and all duties assigned by managementMinimum RequirementsThe requirements listed 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.Must have high school diploma or equivalentMust have minimum of three years' experience in Front Desk operations (hospitality preferred)Must be able to communicate effectively in EnglishMust be able to pass pre-employment testing (i.e. drug test, background check, etc)Must have full availability and be able to work days, evenings, nights, weekends, and holidaysKnowledge / Skills / AbilitiesAbility to read, write and speak English (multi-lingual a plus)Ability to hear, understand, follow and give written and oral instructionsAbility to deal with stressful conflicts involving groups of people, individuals, and employeesAbility to work with large groups of people, and age groupsAbility to plan, organize and conduct a wide variety of activitiesKnowledge of leadership techniquesAbility to work harmoniously with fellow employees and guestsFollow all company policies and proceduresMust have self-starting personality with an even dispositionMaintain a professional appearance and manner at all timesAbility to communicate well with guestsAbility to observe and detect signs of emergency situationsAbility to establish and maintain effective working relationships with associates, customers and patronsMust be willing to "pitch-in" and help co-workers with their job duties and be a team player.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflictsMust have basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without errorAbility to access and accurately input information using a moderately complex computer systemThank guests with genuine appreciationSpeak with others using clear and professional languageDevelop and maintain positive working relationships with othersAbilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bendingAbility to frequently (<4 hours per day) lift up to 30 pounds of weight to chest heightAbility to stand, walk and continuously perform behind the front deskEstablished in 2011, Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For more information, visit us at CarterHospitality.com.Purpose: Enriching lives by crafting exceptional environments and experiences.Niche: We design, build and care for unique settings where communities thrive and memorable experiences come to life.We are an Equal Employment Opportunity employer.