What are the responsibilities and job description for the Front Office Manager position at Towneplace Suites Clinton?
Front Office Manager
Courtyard by Marriott N Brunswick
231 Main St.
North Brunswick Township, NJ 08902
Position Type: Full - Time
Salary: $43,000 - $45,000 annual
Schedule & Shift: Must have open availability and be willing to work days, evenings, weekends, and some holidays as necessary. Shifts will depend on demands of business.
Job Description:
Coordinates the activities of hotel front office and related personnel as directed and provides support to the General Manager
Responsibilities:
Corresponds with group and travel agents to answer special requests for rooms and rates.
Assists with sales and marketing efforts as directed.
Answers inquiries pertaining to hotel policies and services.
Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines.
Note: Other duties as assigned by General Manager or Area Director.
Job Requirements:
Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.
You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.
FRONT DESK MANAGER DUTIES AND RESPONSIBILITIES:
1. Ensure Outstanding customer care at all times.
2. Maintains a friendly, cheerful, and courteous demeanor at all times.
3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
4. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
9. Adhere to company credit limit/floor limit policies.
10. Allocate rooms to expected arrivals after checking the guest's preferences and special requests.
11. Build strong relationships and liaise with all other department's especially housekeeping, reservations, etc.
12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
13. Cross Check all billing instructions are correctly updated
14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
16. Performs other duties as assigned, requested, or deemed necessary by management.
17. Ensure the Front office logbook and the hotel logbook are always updated and actioned upon.
18. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
19. Participate in hotel committees and task force assignments.
20. Assist all departments in servicing the guests during high-volume periods.
21. Takes responsibility in the absence of the General Manager.
22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team
Qualifications:
Education/Experience: Associate's degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Certification and/or License Requirement: Alcohol awareness certification. Assistant General Manager and/or other certification as required by franchise.
Skills and Qualities:
Strong leadership skills
Strong oral and written communication skills
Attention to detail
Planning and organizational ability
Customer skills
Computer skills
Accounting knowledge
Working Conditions:
Will be required to work nights, weekends, and holidays.
Will be required to work in a fast-paced environment.
Will be required to be on call when away from work.
Benefits:
- Health Insurance
- Vision Insurance
- Dental Insurance
- 401k Options
- Holiday Pay
- Paid Time Off
- Hotel Employee Discount.
Salary : $43,000 - $45,000