Position Summary:

The Avid Hotel Millsboro is seeking an exceptional Front Office Manager to lead our front desk team and ensure the smooth operation of our hotel's front office. As the Front Office Manager, you will be responsible for overseeing all aspects of the front office, managing associates, ensuring outstanding guest experiences, and maximizing revenue and occupancy. We are looking for a dedicated and organized individual with strong leadership and communication skills to uphold our commitment to providing quality service and creating memorable guest experiences.

Primary Responsibilities:

- Smile

- Guest Service Excellence: Ensure the front desk team provides efficient, courteous, and professional service to all guests. Act as the driving force behind our guest loyalty and experience programs, incorporating them into the front desk culture. Smile and create a welcoming atmosphere for all guests.

- Compliance and Security: Manage in compliance with Local, State, and Federal laws and regulations. Maintain procedures for credit control, financial transactions, guest security, and emergency procedures.

- Staff Management: Interview, select, and train Front Office staff, providing ongoing orientation and development for each associate. Interview, select, hire, and supervise the Executive Housekeeper. Appoint and direct departmental trainers for housekeeping and the front office.

- Scheduling and Forecasting: Plan and schedule manpower, equipment, and supply requirements for the Department while maintaining accountability for cost, utilization, and performance. Prepare and distribute weekly forecasts of hotel occupancy, departures, and arrivals, and adjust hotel status accordingly. Forecast monthly occupancy and house count for the hotel.

- Revenue Management: Manage the Reservation function to maintain the highest possible room occupancy and average daily room rate through suggestive selling by associates. Control the selling of rooms and rates through the hotel reservation system and external sources. Ensure prompt payment of travel agent commissions.

- Departmental Communication: Maintain effective communication within the department through staff meetings, logbooks, and bulletin boards. Participate actively in all aspects of the Manager on Duty Program.

- Budgeting and Marketing: Assist in preparing annual hotel budgets, including Room Revenue Forecasts and Front Office Expense Plans. Contribute to the development of the hotel's marketing plan and work towards achieving the rack rate market objective.

- Quality Assurance: Increase guest satisfaction by improving product quality through associate development, job engineering, and maintaining a high grooming standard for associates.

- Community Involvement: Establish and maintain an appropriate level of community involvement for the hotel.

- Emergency Management: Train front office staff on how to handle emergency situations and assist guests with any special problems that may arise.

Additional Duties:

- Lobby Cleanliness: maintain the cleanliness, organization of the lobby area, ensuring it presents a positive, and welcoming image for guests at all times.

- Breakfast Inventory and Standards: Collaborate with the Breakfast team to ensure that breakfast inventory is well stocked, and standards for food quality and presentation are consistently met.

- Breakfast Service Coordination: Oversee the coordination of breakfast service to ensure it is efficient, and guests receive a pleasant dining experience.

- Uniform and Payroll Management: Maintain control of associate uniforms, ensuring high grooming standards and proper availability. Verify and authorize payroll for the department.

- Front Office Operations: Supervise the operation of the Front Office, including telephone procedures, cashier and clerk duties, night audit, and reservations. Conduct ongoing inspections of guestrooms for cleanliness and maintenance.

- Cost Control: Monitor payroll and control costs to remain within budget. Introduce and manage any Management Company programs to improve efficiency.

- Training and Development: Train front office staff and maintain personnel files, including orientation checklists, training guides, and documentation. Work with the corporate trainer to set a consistent and effective training schedule.

- Record-Keeping and Coordination: Maintain records of all training programs and special rates offered. Coordinate activities with related departments such as Housekeeping, Food and Beverage, Sales, and Maintenance.

- Claims Processing: Record and process workman's comp claims and incident reports as needed.

- Managerial Duties: Perform required tasks, including night audit duties and other managerial responsibilities as assigned by management.

- On-Call and Revenue Calls: Be available on-call to handle any hotel issues or staff absences, including Front Desk, Maintenance, Breakfast, and Housekeeping/Laundry departments. Attend all revenue calls.

Experience:
- Previous experience in a front office or customer service role is preferred.
- Strong communication skills, both verbal and written.
- Proficient in using phone systems and other office equipment.
- Excellent organizational skills with the ability to multitask and prioritize tasks effectively.
- Attention to detail and accuracy in handling administrative duties.
- Ability to work well under pressure in a fast-paced environment.

- Requires familiarity with applicable front desk and housekeeping standards and procedures. Must possess knowledge of hotel interdepartmental relationships, front desk operations, and reservations. Excellent management/supervisory skills are necessary to handle and resolve guest complaints.

- Physical Demands: Requires the ability to stand for long periods and walk to a significant degree. Must have the ability to communicate both orally and in writing to guests and staff. Requires the ability to work a flexible schedule, including weekends and holidays.

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as required to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person