Front Office Manager

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Description The Front Office Manager is responsible for ensuring the operation of the Front Office 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 occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities and maintain the hotel's guest service scores. Position Requirements At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience Supervisory experience required Proficient in Windows operating systems, Company approved spreadsheets and word processing Valid driver’s license from the applicable state Clear communication skills Ability to evaluate and select among alternative courses of action quickly and accurately Works well in stressful, high‑pressure situations and maintains composure and objectivity under pressure Effective at handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary Ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet constraints Effective at listening, understanding, and clarifying concerns and issues raised by co‑workers and guests Knowledge of basic financial information, data, and arithmetic functions Minimum of 2 years of hotel supervisory or management experience Job Duties & Functions Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner; follow up to ensure guest satisfaction Motivate, coach, counsel and discipline all Front Desk personnel according to company S.O.P.’s Ensure compliance to brand and company training, using steps to effective training per company standards Prepare and conduct all Front Desk interviews and follow hiring procedures per company S.O.P.’s Develop employee morale and ensure training of Front Desk personnel Maximize room revenue and occupancy by reviewing status daily; analyze rate efficiency, monitor credit report and maintain close observation of daily house count Attend all required Rooms Merchandising meetings with appropriate reports and documentation necessary to establish selective sell guidelines and implement appropriate restrictions Supervise the Night Audit functions and monitor the House Charge Worksheet and Flash Report for accuracy Participate in required M.O.D. program as scheduled Ensure all end-of-the-month report dates are met, e.g., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc. Review Front Desk staff’s worked hours for payroll compilation and submit to Accounting on a timely basis Ensure that no‑show revenue is maximized through consistent and accurate billing Maintain company S.O.P.’s regarding Purchase Orders, vouchering of invoices and checkbook accounting Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments Work closely with Accounting on follow‑up items, e.g., returned checks, rejected credit cards, employee discrepancies, etc. Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming Monitor reservations process ensuring company courtesy and up‑selling techniques are maintained Greet and welcome all guests approaching the Front Desk in accordance with company S.O.P.’s Ensure implementation of all company policies and house rules Understand hospitality terms Operate radios efficiently and professionally in communicating with hotel staff; ensure proper use of radio etiquette within the department Coordinate ongoing implementation of the company philosophy of service Ensure correct and accurate cash handling at the Front Desk Attend monthly all‑employee team meetings and any other functions required by management Attend weekly staff meeting and provide training on a rotational basis using steps to effective training per company standards Obtain all necessary information when taking room reservations Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner Be aware of all rates, packages and promotions currently underway Follow and enforce all company hotel credit policies Process and handle guest laundry (property specific) Ensure employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees Maintain and monitor “Lost and Found” procedures and policies according to company standards Establish and maintain key control system Ensure participation within department for monthly team meeting Focus the Front Desk Department on their role in contributing to the guest service scores Monitor all VIPs, special guests and requests Maintain required pars of all front office and stationary supplies Review daily Front Office work and activity reports generated by Night Audit Review Front Office log book and Guest Request log daily Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures Be familiar with all corporate-sponsored programs such as airline mileage, Triple Upgrade, or VIP programs, and the standards and procedures for each Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs Conduct meetings according to company standards as required by management Other duties as required Access to back‑of‑house areas of the hotel and sensitive information Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank Interact and occasionally have unsupervised contact with guests and/or colleagues Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, storage/liquor room, and secured file cabinets Drive safely on behalf of the company for business reasons Maintain a high level of trust and responsibility Represent the company with a certain level of reputation and good character as well as exercise sound judgment Employment Details Full‑Time Salary Range: 75,000 - 80,000 Exempt This position is currently accepting applications. #J-18808-Ljbffr