Front Office Manager

Job Description

Job Description

POSITION : Front Office Manager

REPORTS TO : Director of Operations / General Manager

JOB OVERVIEW : Oversee all Front Office operations, reporting to the Director of Operations / General Manager. Responsibilities include staff supervision, guest satisfaction, and ensuring efficient and smooth front office operations.

ESSENTIAL JOB FUNCTIONS :

• Coordinate all Special Events - making sure never to overbook the hotel during these times and all requests are handled in a timely fashion. Always keeping in mind the needs of our Extended Stay guests first. Coordinate all related tasks to ensure the Special Events run smoothly - i.e. schedule Security for those times it is necessary, reserve extra roll away beds, etc. Work closely with other departments to coordinate details, and special requests.
• Reconcile the daily cash log and night audit reports.
• Handle all Meeting Room requests and notify hotel department heads of the same. Prepare and distribute function sheets at the weekly Management Meeting.
• Coordinate the delivery of requested equipment and food for the Meeting Room with other departments.
• Develop and post tri-weekly work schedule of Front Desk Employees. Provide support to the Front Desk at peak times by answering the telephone, taking messages, and assisting guests to check-in and checkout of the hotel.
• Proficient in the use of hotel systems. Working knowledge of how the systems work hand-in-hand.
• Retrieve reports from the in a timely fashion - I.E. the STAR Report.
• Able to assist all Front Desk Associates in the use of Training Program.
• Responsible for Accounts Payable. Making sure all invoices are paid in a timely fashion. Inform General Manager of any high balances.
• Responsible for the Accounts Receivable. Maintain balances with all Direct Bill Accounts. Coordinate with Sales the status of all Direct Bill accounts and their balances. Weekly audits with General Manager on all Accounts.
• Coordinate and administer the daily transmittal of cash and checks to the bank.
• Able to perform Night Auditor Duties.
• Balance Hotel books at the end of each period. Prepare audit reports for end of period. Send End of Period reports to Corporate on the 1st day of each new period.
• Ensure an employee attitude of attentiveness and anticipation of guest needs.
• Ensure proper delivery of guest special requests.
• Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities.
• Responsible for knowing hotel emergency procedures. Assist in training employees to act accordingly in the event of an emergency or accident at the hotel.
• Assist in the maintenance of the key control program that is already in place
• Ensure the security needs of the property and guests are met.
• Participate in community activities, employee functions, and guest events.
• Develop effective departmental communication and information systems through the use of communication logs, department meetings, and hotel meetings.
• Communicate with the Director of Operations and / or General Manager on a daily basis. Inform of potential problems with guests and progress of special projects.
• Perform “Manager on Duty” responsibilities.
• Follows safety and security procedures and rules.
• Comply with attendance rules and be available to work on a regular basis.
• Carry out any reasonable request by management that is capable of being performed.

PERFORMANCE STANDARDS

Customer Satisfaction :

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

Work Habits :

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and / or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security :

The safety and security of our guests and associates is of utmost importance. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE :

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.