Front Office Manager

The First Bristol Corporation is looking for a Front Office Manager with a strong background in customer service and maintaining/developing a culture that exudes our core values. The ideal candidate will have a flexible schedule and be able to lead a team providing the light and warmth of hospitality.

This role provides great opportunity for advancement. The First Bristol Corporation manages "best in class" hotels throughout Massachusetts and Rhode Island.

Job Title: Front Office Manager
Department: Front Office/Guest Services
Reports To: General Manager
Status: Exempt
POSITION SUMMARY:
The primary function of the Front Office Manager is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Guest Service Agents and the Front Desk Supervisor (if applicable). They are to resolve guest issues & perform duties as required to ensure 100% guest satisfaction. The Front Office Manager will oversee the front desk processes between the guests and the various hotel departments.
ESSENTIAL FUNCTIONS:

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in and clock-out times of the front office associates.
• Work with sales and hotel administration staff with gathering required guest information.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
• Responsible for the success of special projects and promotions as they relate to Front Desk Staff.
• Responsible for Front Desk Department associate performance evaluations.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Knowledgeable in the hotel’s Property Management System.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Complete daily shift checklist.
• Ensure proper corporate and group coding.
• Complete and print all required daily reports, records and logs as necessary.
• Ensure to sell and identify potential future business upon check in.
• Relocate guests to nearby hotels as necessary.
• Verify daily rate and availability.
• Handle all administrative tasks pertaining to Front Desk.
• Schedule Associates’ shifts and breaks.
• Brief Management as necessary.
• Supervise and ensure the completion of all day-to-day duties of all Guest Services staff.
• Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
• Maintain records of financial transactions reported by various departments.
• Handle collection of all in house balances.
• Assist in turning rooms as necessary.
• Conduct monthly meetings with the Front Desk staff.
• Responsible for Guest Service Agents and Front Desk Supervisor’s 90-day and annual performance reviews.
• Responsible for administering corrective action to associates when necessary.
• Oversee every aspect of Guest Services, including the Business Center.
• Agree to work flexible shifts, including weekends and holidays to meet the demands of the hotel. Cover FD shifts if no other staff is available (call outs/ time off requests).

Front Office ManagerThis Job Description Does Not Constitute A Contract For Employment * Serve as Manager on Duty.

• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Ensure staff is complying with uniform standards.
• Implement and Monitor Signature Program.
• Room Blocking for Extended Stay Guests and groups.
• Maintain Market/Suite Shop Inventory and Price List.
• Update FD Communication Board.
• Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager.
• Other duties as required.

EDUCATION REQUIRED: * High School diploma.

• College degree preferred.

EXPERIENCE REQUIRED: * 1-3 years related experience and/or training.

• Equivalent combination of education and experience.

SKILLS, AND CAPABILITIES REQUIRED: * Must be proficient in the use of common Windows-based computer programs, including Microsoft Word and Excel. Experience with hospitality industry software desired.

• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must possess strong organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors and guests.
• Supervisory experience in customer service setting a plus.

SUPERVISORY RESPONSIBILITIES: * Responsible for all management duties of the Front Office staff including hiring, training, disciplinary actions and evaluating performance.

• Must possess strong communication skills and demonstrate leadership abilities.
• Must exercise discretion, finesse and good judgment in handling issues that arise during the course of business.
• Able to proficiently handle multiple simultaneous demands.

EQUIPMENT TO BE USED: * Office Equipment

• Hotel and Financial computers and software.

TYPICAL PHYSICAL DEMANDS: * Able to stand for periods which may extend beyond 8 hours daily.

• Able to use computer software and telephone switchboard.
• Be aware and able to enforce all emergency and safety procedures. This position is a member of the hotel’s emergency response team.
• Lift and carry up to 30 lbs.

TYPICAL MENTAL DEMANDS: * Reading and entering data into computer software program.

• Must be detail-oriented, customer-focused and able to multi-task.
• Must be able to use sound judgment in decision making which have significant financial and legal implications on the business.
• Must be able to act in a leadership capacity during emergency situations including hotel evacuations and life-threatening instances.
• The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability.
• The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals.
• The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form.
• Must possess conflict resolution skills.

WORKING CONDITIONS: * Employees are expected to comply with existing safety procedures.

• The ability to work in close proximity with others comfortably, while multitasking in a fast-paced environment.
• Hospitality environment requires polite, professional conduct and communication at all times.
• Must be able to work a flexible schedule; days, nights, weekends, and/or holidays as needed.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Work Location: One location