Front Office Manager

Position Title Front Office Manager Reports To Director of Rooms Position Summary Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and budget for the front office department. Duties and Responsibilities 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 of 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 and maintains, monitors, and prepares group requirements, relaying 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 manager 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 monthly scheduled meetings of front office personnel. Ensures all front office employees wear proper uniforms. Upholds the hotel's commitment to hospitality. Prepares performance reports related to the front office. Maximizes room revenue and occupancy by reviewing status daily; analyzes rate variance, monitors credit report, and maintains close observation of daily house count and selling status (flash report, allowance, etc.). Monitors high‑balance guests and takes appropriate action. Ensures implementation of all hotel policies and house rules. Operates all aspects of the Front Office computer system, 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 employees are always attentive, friendly, helpful, and courteous to guests and other employees. Monitors all VIPs, special guests, and requests. Maintains required parts of all front office and stationery supplies. Reviews daily front office work and activity reports generated by Night Audit. Reviews the front office logbook and guest feedback forms daily. Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs. Performs other duties as requested by management. Must be able to lift and carry up to 40 pounds. Must be able to stand in a stationary position for longer periods of time up to 75% of the shift. Maintains brand standards and scores. Education Minimum two‑year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace. Experience Minimum of three years of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks. Hilton Property experience preferred. #J-18808-Ljbffr