Front Office Manager

True North Hotel Group, an award-winning management and development company, is seeking a Room Attendant to join our team at our Home2 in Wayne, New Jersey. This family-owned organization has a uniquely remarkable culture and is conveniently headquartered in Overland Park, Kansas. 

What do we have to offer? Excellent healthcare benefits, work-life balance (paid time off, flexibility, family atmosphere), 401k with matching, great team members and more! 

So, what is the role and requirements? Looking for an individual who has high interest in hospitality and guest satisfaction. 

JOB SUMMARY:

Oversees and manages the front desk processes, staff, procedures, and efficiency. 

MAJOR/KEY JOB FUNCTIONS (includes but is not limited to):

• Successfully recruit, hire, train, counsel and motivate department personnel.
• Actively supervise department personnel with authority to conduct all department performance appraisals in a timely and accurate manner.
• Participate in department budget preparation for line-item expense and labor, including proper scheduling of departmental associates.
• Manage and enforce uniform policy for all departmental associates.
• Ensure associates anticipate, acknowledge, and respond to guests’ needs by proper training of brand programs.
• Ensure proper delivery of guest services as directed by the General Manager.
• Maintain guest request/complaint log to ensure guest satisfaction.  Assist the General Manager in resolving guest complaints concerning the front desk and/or billing inquiries.
• Actively manage and monitor guest ledger and direct bill accounts by ensuring an effective cash control system is in place and all credit card and check cashing policies are followed.
• Monitor posting of all charges, especially guest charges, to minimize lost revenue.
• Coordinate daily with the sales department and General Manager about room availability and hotel’s yield management system to maximize suite revenue.
• Ensure all department associates are updated with the most recent information of hotel policy, safe work habits and emergency procedures, including all key control procedures.
• Supervise the training and handling of reservations, cancellations, and shop calls.
• Ensure proper procedures for guest safety deposit boxes.
• Promote good associate communication through associate feedback, oral and written communication, proper training, and a minimum of one department meeting per month.  Set an example in communicating with other departments.
• Participate in weekend MOD development program and help with other departments as needed with a positive and cooperative attitude.

QUALIFICATIONS: 

• High School GED or Equivalent
• Minimum 1-year relevant experience
• Requires knowledge of all front desk procedures and hotel operations.  

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

• Must be able to lift, push, pull, carry, and place objects weighing less than or equal to 50 pounds without assistance. 
• Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stopping as well as stand, sit and/or walk for any extended period. 
• The hotel operates 24 hours a day, 7 days per week and any time it may be necessary to move associates from their accustomed shift as business demands.