Front Office Manager

Manages and coordinates the activities of workers in guest registration, bell services, telephone services and night audit to ensure guest satisfaction and maximizing hotel profitability.

Position Responsibilities and Qualifications

• Schedules guest service agents, bell staff, and telephone services. 
• Oversees their reviews, training, and development of staff to achieve hotel service quality standards.
• Oversees and participates in guest registration.
• Motivates staff and establishes a productive working environment for the hotel.
• Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.
• Assists revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
• Analyzes and generates reports and communicates information to employees and appropriate departments.
• Assembles tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
• Knowledgeable of hotel property, amenities, area attractions, and transportation.
• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security, and emergency procedures.
• Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken.  Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
• Conducts training classes regarding safety, security, department procedures and service guidelines.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws.
•  Fulfills Manager on Duty shifts.

Education & Experience:

• High School diploma or equivalent.
• Two years experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. 
• Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: 

• Alcohol awareness certification.

Skills:

• Leadership skills
• Interpersonal skills
• Communication skills
• Planning and Organizational skills
• Customer service orientation
• Computer skills

Physical Requirements:

• Will be required to work nights, weekends and holidays.
• Will be required to work in fast-paced environment and constantly changing the environment.
• May be required to be on call when away from work.

Required Competencies:

• 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 be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.
• Must maintain composure and objectivity under pressure.
• 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 various sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic function.

Relationships:

Internal

All hotel departments: For effective communication

External

Hotel guests: To provide customer service

Organizational Structure

Reports to: Director of Operations and General Manager