Front Office Manager

POSITION TITLE: FRONT DESK MANAGER

REPORTS TO: General Manager

STATUS: Non-Exempt

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

· DUTIES AND RESPONSIBILITIES:

Daily:

· Supervises workload during shifts.

· Maximizes room revenue and occupancy by reviewing status daily. Analyses rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

· Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

· Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

· Monitor all special guests and requests.

· Review daily front office work and activity reports generated by Night Audit.

· Monitor high balance guest and take appropriate action.

· Verifies that accurate room status information is maintained and properly communicated.

As assigned:

· Prepares performance reports related to front office.

· Along with the Assistant General Manager or the General Manager and Housekeeping Manager, conducts schedule Brand Standard audits, to ensure hotel meets quality assurance standards;

· Ensures all required training is completed by Front Desk staff members

· Along with the GM/AGM, completes front desk staff members’ performance evaluation reports.

Ongoing:

· Trains, cross –trains, and retrains all front office personnel.

· Participates in the selection of front office personnel.

· Schedules the front office staff.

· Evaluates the job performance of each front office employee.

· Monitors Guest Satisfaction scores and implements strategies to improve it;

· Maintains working relationships and communicates with all departments.

· Resolves guest problems quickly, efficiently, and courteously.

· Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.

· Reviews and completes credit limit report.

· Works within the allocated budget for the front office.

· Enforces all cash-handling, check-cashing, and credit policies.

· Conducts regularly scheduled meetings of front office personnel.

· Upholds the hotel's commitment to hospitality.

· Ensure implementation of all hotel policies and house rules.

· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

KNOWLEDGE, EXPERIENCE AND REQUIREMENTS:

· Must be able to read, speak, write, and understand the primary language used in the workplace.

· Schedule flexibility and ability to cover shifts in case of an absence of a scheduled front desk staff member;

· Must be able to stand for extended periods of time

· Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

· Excellent organizational and prioritization skills.

· Ability to work well and collaborate with others.

· Superior customer service skills.

· Prior hotel experience is required

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Weekends as needed

Ability to Commute:

• Indianapolis, IN 46237 (Required)

Ability to Relocate:

• Indianapolis, IN 46237: Relocate before starting work (Required)

Work Location: In person

Salary : $17