FRONT OFFICE MANAGER

JOB RESPONSIBILITIES

General Description

The Guest Services Manager is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality.  Displays exemplary performance for staff to follow.

Reports directly to the General Manager and the Assistant General Manager.

Job Responsibilities

Guest Service

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new-hires, know all components of the 100% Satisfaction Guarantee, and are trained to meet service standards.
• Develops added-value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Implements and practices guest service initiatives, trains and performs to Gulph Creek Hotel standards.

Front Desk Management

• Acts as manager on duty for hotel and manages front desk operations.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produces accurate financial reports on time.
• Ensure Hhonors procedures are followed accurately.

Human Resources

• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified front desk workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.

Safety and Security

• Knows local health and safety codes and regulations that apply to the hotel.
• Understands and implements “Right To Know” laws.
• Recognizes and corrects potential safety hazards in the hotel such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems I the hotel such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.
• Uses ongoing safety training to minimize worker’s compensation claims.