Front Office Manager

Job Summary: The Front Office Manager is responsible for ensuring the operation of the Front Office, Concierge and Uniformed Services, 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.


Qualifications

Education & Experience:

• At least 4 years of progressive experience in a hotel or related field: or a 2-4-year college degree and at least I year of related experience; or a 2-year college degree and 2 or more years of related experience.
• Supervisory experience required.
• Must be proficient in Windows Word, Excel, Delphi, OnQ Preferred
• Must have a valid driver's license from the applicable state.

Physical Requirements:

• Long hours sometimes required.
• Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multitask
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Duties & Functions

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Hilton standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Always comply with Hilton standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to Embassy Suites by Hilton Standard training, using the steps to effective training according to Embassy Suites by Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP's.
• Develop employee morale and ensure training of Guest Services personnel
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing
• Maintain AFP Management SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage progress, productivity and the ten-day forecast are completed on a timely basis according to AFP Management SOP's
• 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, i.e., 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 proper operation of the PBX console and ensure that employees maintain AFP Management SOP's in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Embassy by Hilton Standards.
• Ensure implementation of AFP Management policies and house rules. Understand hospitality terms.
• Ensure sign off on all Job Skills for Guest Service Staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Maintain constant communication with Housekeeping, Reservations and Credit Manager.
• Always carry a pager. Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Maintain lobby and front desk presence during peak times and as needed.
• Manage and organize large tum days (including group check-ins or check-outs).
• Monitor and support corporate Guest Recognition Program.
• Know the hotel's rate tower and rate quoting standards.
• Understand and implement rooms merchandising restrictions.
• Maintain safety deposit boxes according to AFP Management SOP.
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Manage sell-out opportunities; review arrivals report checks on rooms' inventory, control guest relocation according to Hotel SOP.
• Block special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that an accurate bucket check is completed nightly.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Hilton standards.
• Follow and enforce all AFP Management hotel credit policies.
• Maintain and monitor "Lost and Found" procedures and policies according to AFP Management standards.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Establish and maintain key control system.
• Ensure participation within department for monthly CARE Committee team meeting.
• Focus the Guest Services Department on their role in contributing to the SALT
• 50 Hour minimum work week required

Marginal:

• Monitor all V.I.P.'s, 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 logbook and Guest Request log daily.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Attend meetings/training as required by management.
• Perform other duties as requested from management.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.