What are the responsibilities and job description for the Front Office Manager position at HP Hotels?
The Front Office Manager is responsible for supervising and administering the operation of the front desk.
ESSENTIAL TASKS:
- Interview and recommend candidates for hire in the Front Desk/Complimentary F&B Department.
- Participate in the orientation of each new Front Desk employee/Complimentary F&B, completing the appropriate orientation paperwork.
- Coach and counsel employees in a positive fashion to produce improved work performance.
- Recommend disciplinary action for violations of employee conduct policy and poor performance of essential tasks.
- Complete documentation on disciplinary situations for approval by the Assistant General Manager and/or General Manager.
- Maintain an effective training program to ensure that all new employees are properly equipped to execute their jobs. Personally follow up with new employees with role-playing and testing to ensure they are receiving the proper training.
- Prepare work schedules to efficiently handle expected business levels.
- Be proficient in all Front Desk operations. Set standards for providing leadership by example. The Front Office Manager should spend a major portion of his or her time actually working the Front Desk.
- Occasionally prepare bank deposit when called to do so by the Assistant General Manager and/or General Manager.
- Ensure that employees follow proper clock-in procedures. Monitor hours worked to prevent overtime. Approve time cards for Front Desk employees weekly.
- Maintain sufficient levels of supplies for the operation of the Front Desk/Complimentary F&B and the Pantry. Use proper purchase order procedure when Purchasing items.
- Complete Income Audit checklist for each day worked. Verify that all work by the Front Desk Clerks and Night auditors/ Complimentary F&B has been done correctly and is accurate.
- Transmit daily VISA/MasterCard sales to the credit card processing company through the electronic terminal. Ensure that all charges and credits are transmitted balance to the day’s work and paper vouchers.
- Process other credit cards and send them daily. Match payments to cards in City Ledger. Maintain batches until paid. Balance batches to ledger cards daily.
- Accounts Receivable: Ensure that all invoices are mailed daily and documented on A/R Trace Sheet with copies of invoice and statement filed in the A/R Binder. Balance A/R binder with Opera every 3 days to ensure accuracy.
- Assist with the collections effort on any accounts that are 30 days or more past due. Coordinate with the General Manager or Assistant General Manager on accounts that are more than 60 days past due to stronger measures.
- Handle bad checks and credit card chargebacks. All incidences are to be processed through the Front Desk machine and maintained in the appropriate file until resolved. Aggressive action is to be taken to resolve the problem of credit cards and collect on the bad checks.
- Research past bills for guests and send copies of receipts to guests requesting them (only when you are sure that it is the person who registered for the room.) Require the guest request in writing with a signature when you are unsure.
- Supervise the Night Auditors. Interview and recommend new candidates for hire. Maintain an effective training program. Monitor their performance. Coach and counsel Night Auditors for improved performance as necessary. Recommend disciplinary action to the General Manager if necessary
- Coordinate front desk/Complimentary F&B schedules and be on call and available to the front desk in high occupancy periods and when no associates are available or a no-show.
- Ensure that all Brand Standards are being implemented and enforced to effect an Outstanding QA score. Actively train and lead the front desk team by example to ensure that Guest Service scores meet or exceed desired goals. Ensure all agents are trained for the Market Segment Task Force and monitor production.
- Oversee and assist in group arrivals and departures for a smooth and professionally run operation.
- Solely responsible for Priority Club billing and reimbursements to be completed weekly.
- Coordinate placement of VIP in-room amenities.
- Participate in Hotel Manager on Duty (MOD)Program.
QUALIFICATIONS
- High school diploma
- Minimum of six months experience
We administer pre-employment background checks.
We Make A Meaningful Difference In The
Lives Of Our Team Members, Who In Turn
Deliver Memorable Customer Experiences And
Produce Exceptional Results For Our Owners
EOE
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