Front Desk Manager

Job Title: Front Office Manager

Department: Front Office

Reports to: Clubhouse Manager

Supervises: All Front Office Staff

Job Summary:

Responsible for the daily operation of the Front Office, to include hiring, training and supervising staff; preparing and managing the budget, goals and annual marketing plan; developing and implementing policies and procedures to ensure member and guest satisfaction; managing reservations and concierge service; and the proper completion of all Front Office tasks.

Responsibilities:

• Hire, train and conduct periodic performance reviews for all Front Office Staff
• Supervise workloads during shifts and ensures checklists are completed properly
• Supervise scheduling of all staff and entering schedules and changes into Attendance Enterprise
• Monitor time and attendance policy
• Develop and implement Front Office standard procedures of operation and service training programs to ensure standards are achieved.
• Ensure the proper completion of checklists for all Front Office staff.

• Resolve guest problems and billing problems quickly, efficiently and courteously.
• Expedite guest check-ins and departures and perform Front Office operations.
• Ensure Front Office Staff has correct hours of operations and important information about the Club’s outlets.
• Manage Front Office retail merchandise and cash, credit card, and petty cash procedures.
• Maintain inventory of all supplies and keep equipment operational.
• Follow up promptly with all member/guest requests, inquiries, and concerns and document all transactions in a daily log.
• Provide concierge service as requested including creating an itinerary for members and guests to further enjoy their stay; manage shuttle ticket sales for home football games.
• Ensure accurate management of reservations, to include confirmation letters, late cancellation fees and no show fees; complete and maintain all group reservation procedures; organize and run annual lotteries for guest rooms; ensure special requests are honored; and maintain waiting lists to ensure maximum guest room sales on high demand dates.
• Manage room sales to include ensuring guest room access is equitable for all members; collecting and analyzing information required for revenue records; managing lotteries for guest rooms; maintaining the Club’s website with current information on guest rooms.
• Use initiative and creativity to promote guest room reservations during periods of traditionally weak demand and develop an annual marketing plan for guest room sales.

• Maintain effective relationships and communication with all other departments.
• Work with the Clubhouse Manager to articulate a department vision that aligns with the vision for the Club.

• Conduct periodic staff performance reviews, develop annual department and individual goals and take responsibility for their achievement.
• Prepare the annual budget for the Front Office department and ensure all budgeted objectives are met.

• Perform any special projects as assigned by the Clubhouse Manager.
• Ensure subordinates practice safe work habits and serve on the Club’s Safety Committee.
• Prepare Front Office news article each month for the Club’s newsletter.
• Ensure NorthSide reservation procedures are followed by Front Office Staff.
• Conduct periodic meetings of Front Office Staff; attend regular Rooms meetings, regular meetings with Clubhouse Manager, and meetings for other outlets as requested/required.

Qualifications:

• Working knowledge of Microsoft Office to include Word, Excel and Outlook; Ability to learn JONAS Hotel Management software and Point Of Sale billing.
• Previous experience in marketing, hospitality sales, or revenue management preferred.
• A college degree, preferably in hospitality management or a related industry.
• A minimum of 4 years of experience in a hotel, resort, club or similar environment.
• A minimum of 2 years supervisory experience preferred.
• Ability to work well with the general public and provide excellent customer service.
• Ability to perform multiple tasks, while maintaining a pleasant demeanor.
• Requires professional communication skills, a high level of organizational skills and good attention to detail.