FRONT OFFICE MANAGER

JOB SUMMARY

The Front Office Manager is responsible for ensuring the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

QUALIFICATION STANDARDS

Education & Experience:

• At least 4 years of progressive experience in a hotel or a related field; and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Must be proficient in Windows , Company approved spreadsheet and word processing.

Physical Requirements:

• Long hours sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work and understand financial information and data, and basic arithmetic functions.

DUTIES & FUNCTIONS

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Respond to all guests requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Room Division personnel according to Expotel Hospitality Service S.O.P.’s.
• Prepare and conduct all front-of-house Room Division interviews and follow hiring procedures according to Expotel Hospitality Service S.O.P.’s. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Expotel Hospitality Service policies and house rules. Understand hospitality terms.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance to Expotel Hospitality Service Standard of the Week training, using the steps to effective training according to Expotel Hospitality Service standards.
• Carry a pager at all times.
• Maximum room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Complete the monthly reforecast.
• Monitor and support the corporate Guest Recognition Program.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with Expotel Hospitality Service S.O.P.’s in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Monitor “Business Travel the Expotel Hospitality Service Way” to ensure the program’s integrity.
• Coordinate major projects such as renovations, capital expenditures, equipment change-over, etc.
• Conduct weekly Rooms Division meeting, including a monthly financial review.
• Perform Rooms Managers’ performance reviews according to Expotel Hospitality Service S.O.P. and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through development of their need areas.
• Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
• Participate in required M.O.D. program as scheduled.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Expotel Hospitality Service S.O.P.’s in its use.
• Assist in preparation of revenue and occupancy forecasting.
• Operate pagers and radios efficiently and professionally in communicating with hotel staff.
• Coordinate all aspects of the ongoing implementation of the Expotel Hospitality Service Way philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff are knowledgeable in understanding and implementing corporate programs.

Marginal:

• Monitor all V.I.P’s , special guests and requests.
• Conduct meetings according to Expotel Hospitality Service standards as required by management.
• Perform any other duties as requested by the General Manager.