What are the responsibilities and job description for the Front Office Manager position at Farmhouse Paso?
The Front Office Manager is responsible for managing operations of the Front Desk, reservations, guest services, and housekeeping to ensure a positive guest experience and effective operations of the business. The FOM will oversee the ongoing training and supervising of the front desk staff. The FOM promotes, supports and enforces hotel policies, procedures and programs in conjunction with the GM. The FOM is responsible for assisting the General Manager in responding to all guest issues and ensuring a timely and satisfactory response, and will notify the GM of any issues within the Hotel. The FOM will work with the GM to ensure property maintenance, brand standards are met at all times, products and supplies are ordered efficiently and that issues are addressed immediately and effectively. General Responsibilities: Supervise all operational functions of the Front Desk, such as proper billing, accurate guest reservations, registration and check out. Ensure the successful completion and accurate billing for all departing guests, groups or special accounts. Support and promote all hotel and company policies, procedures and programs. Respond properly and take a supervisory role in any emergency or safety situation involving the hotel and its guests if the GM is not available. Conduct room and lobby inspections to ensure proper standards of quality, service, cleanliness and control are met. Consistently maintain a neat, organized and clean workspace and appearance. Train, supervise, develop, motivate, recognize, counsel, and discipline Hotel staff in conjunction with the GM. Review for familiarity all arrivals, departures, groups, VIPs, and returning guests. Coordinate room assignments, amenity delivery, special requests, etc. Update Guest information in PMS. Provide general information to guests and staff regarding hotel services, hours of operation, key personnel, daily activities and special functions. Respond to guest comments effectively and promptly with follow up to ensure guest satisfaction. Communicate serious guest concerns with the GM for further followup. Effectively communicate and report any guest service, maintenance or housekeeping needs, with Front Desk team, upper management and Hotel staff using all tools available (conversation, phone, voicemail, e-mail, pass along etc, where necessary). Maintain close working relationships with all departments of the property to ensure maximum productivity, cooperation, morale and guest service. Develop and maintain professional relationships with guests, patrons, clients, group contacts and service providers to ensure superior personalized service. Utilize existing training materials and SOPs including communicating updates where needed. Scheduling staff according to business needs and hiring in conjunction with the GM according to business needs. Monthly Hotel/Mini Bar and Retail Variance Inventory Ordering, stocking and inventory of all hotel, housekeeping and front desk supplies including but not limited to linens, mini bar supplies, maintenance supplies, breakfast supplies and front office supplies Assist the GM with Credit card reconciliation and accounts payable by check weekly Work with GM to resolve any accounting issues or discrepancies Work with the GM to ensure the timely attention and completion of all property maintenance when the GM is not present. Assist in other areas of the hotel as needed. Expectations: The Front Office Manager will ensure proper training of all front desk staff, including ongoing training and appropriate hiring. The FOM will work with the GM to ensure ownership and brand standard of property maintenance are met. The FOM will effectively delegate, problem solve, follow up, communicate and use both common sense and organizational tools to ensure that the business standards of operation are met at all times. Physical Requirements Must be able to stand, reach, stoop, bend, lift, and clean during various activities throughout shift. Must be able to sit for extended periods, answer phones and type. As needed, must be able to lift products or supplies up to 25 lbs.
About Farmhouse Paso
A fresh take on Paso Robles’ classic main-street motel, Farmhouse Motel was renovated and reopened by Nomada Hotel Group in 2023. Now, as a sweet boutique hotel retreat, the property offers 26 cottage-style guestrooms nestled around a vibrant gardenscape featuring firepits, fountains, rose gardens, citrus & olive trees, and a lush dog-friendly lawn.