Front Office Manager

RESPONSIBILITIES:   

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, laundry, breakfast, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when the General Manager is not available.

PRIMARY FUNCTIONS:

• Revenue:
• Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
• Rates:
• Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
• Guest Acquisition:
• Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
• Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Quality:
• Guest Service: Ensure that the hotel meets/exceeds Athena Hospitality Management and Brand standards for guest satisfaction.
• Leadership:
• Leading: Motivate, coach and train Front office team Associates, set goals and hold team Associates accountable, and provide feedback, rewards, and recognition.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Athena Standard Operating Procedures.

Requirements

JOB DUTIES:  

• Send a daily end of the day activity and accomplishment email to the General Manager
• Be proficient in the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all of the hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office (including Laundry) areas
• Prepare and post the front office (including laundry) and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office, laundry, and breakfast area staff. 
• Constantly monitor front office communications logs.
• Monitor the appearance of all front desk, laundry, and breakfast area staff, to ensure they are following company uniform policy.
• Conduct departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follow up.
• Be proficient in the use of all front office equipment such as credit card machine, copier and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax, and central reservation systems referrals. 
• Process reservations received from sales offices and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows. 
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Properly maintain and carry out the Lost & Found Log and items.

OPTIMUM ATTRIBUTES:   

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discreet with criticism. 

Disclaimer  

This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed. 

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.