Front Office Manager

Front Office Manager Summary The Front Office Manager is responsible for management and day-to-day effective operations for guest reception, guest services, reservations, and concierge; including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. Essential Functions Assist front office managers with the recruitment, training and development of all associates. Exercise coaching and counseling within hotel’s set policies. Ensure all Human Resource standards and procedures are met on a daily basis. Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws. Interact frequently and positively with guests. Resolve problems/issues to the satisfaction of involved parties. Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis. Visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness, and take steps to ensure hotel quality and presentations are met at all times. Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations. Control payroll and equipment costs (minimizing loss). Ensure operational parameters and back stock levels are maintained by calculating quarterly OSE inventory. Develop and implement cost saving and profit enhancing measures throughout the departments. Review daily revenues and labor reports and compare to monthly forecast/budgets. Review monthly P&L’s with General Manager and Department Managers and assist with monthly forecasting. Accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service during their stay. Develop and communicate department standards to ensure consistent compliance. Learn the hotel's life‑safety systems and be prepared for emergency situations. Operate systems including OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS. Perform additional duties as assigned based on business needs that may be outside the scope of normal duties. Qualifications College degree preferred. 3 to 5 years leadership experience in a luxury hotel. Experience and knowledge of hotel operations is required. OPERA experience preferred. Work positively in a team environment. Excellent driving record. Exceptional guest recovery skills. Enjoy interacting with people in a fast‑paced environment. Maintain calmness and professionalism under potentially stressful situations to ensure guest satisfaction. Excellent organizational and time‑management skills. Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook. Positive attitude. Willingness to participate in a learning environment. Integrate company values throughout all interactions. Quickly adapt to effectively using new software products. Dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands. Physical Requirements Work tasks performed indoors. Must walk and give direction most of the working day. Must stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability and visual acuity. Must push and pull carts and equipment weighing up to 250 lbs. occasionally. EEO Statement In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing. #J-18808-Ljbffr