Front Office Manager jobs in Missoula, MT

The Front Office Manager oversees all aspect of the guest service department including but not limited to, guest service and registration, room inventory and availability, guest service standards and initiatives, product quality, budgeting, staffing, payroll, training and managing the Front Desk, Night Audit and Bell Service staff to ensure proper completion of all front office duties. The Front Office Manager is an ambassador for the Ranch and provides leadership and support to all members of the front office, maximizes financial performance of the Ranch by ensuring product and service excellence, ensures highest levels of employee engagement, and meeting guest expectations in accordance with Forbes Five Star and Relais & Chateaux standards. The FOM reports directly to the Assistant General Manager and is a salaried position with benefits.

• Knowledgeable of and able to perform all duties of Guest Services Agent/Concierge, Night Audit, Security and Bell Service.

• Assist with responsibilities and duties of the front desk and bell services during need periods.

• Address guest concerns, requests, and special requirements in a timely manner to ensure guest satisfaction as well as communicate guest concerns, requests and special requirements in a timely manner to appropriate departments.

• Create, review & monitor staff schedules to ensure there is sufficient coverage at all times, and find substitutes for any late or absent employees.

• Manage payroll effectively to meet budget parameters.

• Take lead in creating and executing training schedules for front desk, night audit, security, and bell services staff.

• Monitor employee morale and motivation levels. Hold performance appraisals with each staff member, identifying areas for development and training needs.

• Prepare and conduct Coaching/Counseling sessions with staff members when the need arises.

• Prepare and hold monthly department meetings.

• Assist in managing hotel operations to maximize profitability and growth.

• Work closely with the Housekeeping Department to improve guest services and foster cross- departmental communication.

• Ensure maximum room occupancy in line with company policies on rates and reservation rules. Achieve room revenue goals.

• Develop and manage the hotel’s Pre-Stay and Post-Stay programs.

• Review Daily Sales Reports to ensure financial and credit procedures are followed. Review all paid outs, refunds, and petty cash disbursements.

• Monitor and control variable business expenses as deemed necessary by the Controller.

• Participate in Manager on Duty program.

• Bachelor’s Degree in related field.

• Minimum of three years’ experience in Hotel Management.

• Hotel Front Office experience required.

• Computer training and proficiency in Microsoft Office: Outlook, Excel, and Word. Knowledge of Springer Miller System (SMS) preferred.

• Ability to communicate in English with guests, management, and coworkers to their understanding.

• Ability to provide legible written communication.

• Ability to compute basic mathematical calculations.

• Cash handling experience.

• Valid driver’s license.

• Display a friendly, courteous, and professional demeanor in all dealings with guests, patrons and other employees.

• Ability to communicate in English with guests/employees to their understanding.

• Ability to provide legible written communication and direction.

• Ability to understand guest inquiries and provide responses.

• Ability to use radio/pager and respond in a timely manner.

• Ability to focus on guest’s needs.

• Ability to prioritize, organize and make good judgments.

• Ability to perform assignments with minimal supervision.

• Ability to prioritize and organize work assignments and follow-up as necessary to receive desired results.

• Ability to focus attention on details.

• Ability to ensure security and confidentiality of employee, guest, and company information.

• Ability to work cohesively with co-workers as part of a team.

• Ability to be seated and work on a computer for long periods of time.

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Management may assign or reassign duties and responsibilities to this job at any time.