Front Office Manager

Job Description

Job Description

Overview

Administers front office functions and supervising of staff on a daily basis. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Scope of Responsibilities

Maintaining Guest Services and Front Desk Goals 

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serving as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Responds to and handles guest problems and complaints.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

• Ensures employees understand customer service expectations and parameters.

• Interacts with guests to obtain feedback on product quality and service levels.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies 

• Implements new customer recognition/service programs, communicating and ensuring the process.

• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.

Supporting Human Resource Activities 

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the General Manager and Human Resources.

• Interviewing and hiring of employee team members with the appropriate skills.

• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Participates in employee progressive discipline procedures.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Runs Front Desk shifts whenever necessary

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Participates in Hilton Front Office Conference and CAREversation calls 

• Actively participates in the Care Committee and supports employees participation 

Qualifications

• Working knowledge of the English Language

• Excellent written an oral communications

• Professional in demeanor and appearance

• Basic accounting knowledge and skills

• Previous front office supervisory experience minimum of 2 years or 2-year degree from an accredited university in Hotel Management, Hospitality or Business Administration and past hotel front desk agent experience. 

Additional Responsibilities

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

Requires sitting, standing for long periods of time, walking and climbing stairs. Requires telephone conversations, Requires use of electronic mail, Requires face-to-face discussions with individuals or teams, Requires competition or awareness of competitive pressures, Requires dealing with unpleasant, angry, or discourteous people, Opportunity to make decisions without supervision, Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization, Requires making decisions that impact the results of co-workers, clients or the company, Requires being exact or highly accurate, Requires repeating the same physical activities or mental activities over and over, Freedom to determine tasks, priorities, and goals, Requires meeting strict deadlines, Requires working indoors in environmentally controlled conditions, Job tasks are performed in close physical proximity to other people 

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.

Hours necessary to perform at the required level are typically 40 – 50 hours weekly days vary from Monday – Sunday.