Front Office Manager

Do you find yourself in a leading role when working with others? Are you looking for an opportunity to advance your career in the hotel industry? The Courtyard by Marriott at NMSU is searching for a Front Office Manager to oversee front desk operations and grow their career. The hotel is operated by Total Management Systems, a hotel management company that operates throughout the state providing future opportunities for advancement. Enjoy access to healthcare, dental insurance, vision insurance, paid time off, 401(k) with a match and hotel discounts throughout Marriott properties Worldwide!

The Front Office Manager directly supervises all front desk associates and ensures the highest level of service is offered to every guest. Directs and coordinates the activities of the front desk & breakfast departments as well as reservations, guest services, and telephone areas. Prepare monthly reports and responsible budget for front office department.

Duties and Responsibilities:

• Trains, cross–trains, and retrains all front desk associates and breakfast associates to achieve service goals.
• Covers any desk or breakfast shift, including audit.
• Participates in the selection of associates in each department.
• Coordinates scheduling based on business needs.
• Coaches, counsels, evaluates, and manages the performance of all associates.
• Maintains working relationships and communicates with all departments to coordinate guest services.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.

• Reviews and completes credit limit report.
• Works within the allocated budgeting limits.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings and daily huddles.
• Requires all front office employees to always wear proper uniforms.
• Upholds the hotel's commitment to hospitality.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily flash report, allowance etc.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the front office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates.
• Monitor all V.I.P arrivals, special guests, and requests.
• Review daily front desk work and activity reports generated by Night Audit.
• Review front office log book and guest feedback forms on a daily basis.
• Perform other duties as requested by management.

• Ensure the breakfast is set up and broken down on time and in accordance with brand standards and service goals.
• Ensure the friendliness of the breakfast associate as well as the cleanliness of the department.
• Assist in the breakfast service or fill in for an absent associate as needed.
• Straighten chairs and properly arrange the furniture.
• Ensure the food and beverage operations are in accordance with all health and safety standards.
• Assist with cleaning and maintaining other areas of the hotel as needed.

Physical Requirements:

• Ability to walk or stand during work hours.
• Capable of bending, stooping, reaching.
• Requires the ability to type and use a telephone and computer.

Qualifications:

• High School Diploma
• Front desk experience (1-2 years)
• Previous Marriott brand experience a plus.