Job Summary:

The primary responsibility of the Front Office Manager is to oversee the day-to-day operations of the Downtowner Boutique Hotel with focus on supporting the team and their needs in order to create WOW experiences for our guests.

Essential Duties and Responsibilities:

• Manage all aspects of the guest experience including, but not limited to; guests booking, arrival, guest requests, property cleanliness, and check out.

• Inspects rooms and performs regular room audits/tracks GRA productivity.

• Oversee administrative requirements such as room counts, night audit/ deposits/ cash reconciliations, day of inventory management, and maintenance scheduling.

• Weekly scheduling for front desk and housekeeping, maintaining appropriate staffing levels.

• Respond to guest service interactions in a professional and timely manner, achieving positive guest/problem resolution.

• Provide input and execute the development, implementation, and measurement of guest service standards consistent with company’s core values

• Nurture relationships with 3rd party providers including, but not limited to; Expedia, Booking.com, Hotelbeds, Revato, Hotwire, Agoda, Hotel Tonight, Vegas.com, Groupon and Trip Advisor.

• Reconcile OTA payments to PMS stays as needed.

• Manage all accounts receivables and direct billing accounts and help ensure payment is collected and posted.

• Research chargebacks and respond in a timely manner.

• Work with revenue management and implement necessary rate changes to maximize room revenue.

• Work to maximize day of occupancy through managing out of order rooms, day of sales channels/ OTAs, cancels, no show projections, non-guaranteed and other reservation types.

• Verify linen inventory, order as needed and ensure accurate delivered linen count to match invoices.

• Track online guest comments, research, and respond timely. Ensure team members are followed up with, monitor successes and opportunities to improve.

• Direct human resource responsibilities by creating a positive work environment; support quality hiring, training, and compliance with company policies and legal requirements.

• Assists in reviewing employee performance and assists in conducting personnel actions such as disciplinary actions and terminations.

• Ensure adherence to guest service standards within established policies and procedures.

• Work with the engineering team to maintain all aspects of the rooms and public space.

• Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.

• Establish strong relationships with outside vendors to maximize results and efficiency.

• Develop short and long-range property objectives.

• Perform all other job-related duties as requested.

Qualifications:

• Exceptional customer service and interpersonal skills

• Excellent written and verbal communication skills

• Strong time management, and prioritization skills

• Demonstrates strong teamwork and collaboration skills

• Ability to lead and mentor a team

• Ability to work varied shifts, including weekends, nights and holidays

Education/Experience:

• Bachelor’s Degree preferred in Hospitality management, Business Administration or related field

• Minimum 1 year experience in hospitality management required

• Technical knowledge of hotel property management systems

• Prior working knowledge of guest service standards and procedures required

Personal Character:

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization

• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals for the organization

• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques

• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities

• Focus on Guest Needs: Anticipate, understand, and respond to guest needs to meet or exceed their expectations within the organizational parameters

• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness

• Lead: Positively influence others to achieve results that are in the best interest of the organization

• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization

• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, date information and activities

• Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans and evaluate the process and results

• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem

Work Environment:

• Work is performed in an office environment or in and around the hotel

• Includes exposure to all types of weather- including extreme hot and cold temperatures for extended periods of time

• Must be able to commute to and from multiple properties

• Must be able to lift 50 pounds