Front Office Manager - Holiday Inn Express

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.

Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Works at least 40 hours per week in order to maintain full time status. Work will come in form of shifts and training.
• Responsible for coordinating with GM to make schedules and enforce attendance policies.
• Trains, cross-trains and retrains all front office personnel to ensure a consistent, high-level of performance at the front desk.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Participates in the selection of front office personnel.
• Evaluates job performance of each front office associate and provides feedback.
• Maintains working relationships with all departments.
• Verifies that accurate room status is maintained and properly communicated at all times.
• Aggressively seeks to discover and resolve guest issues quickly, efficiently and courteously.
• Maintain positive guest relations at all times.
• Updates group information, including enforcing drop dates. Maintains, monitors and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes daily credits report.
• Receives information from the previous shift agent and passes on pertinent details to the oncoming agent.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times and requires all front office associates to wear uniforms at all times.
• Uphold the hotel’s commitment to genuine hospitality.
• Prepare performance reports related to the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily room count. Monitor selling status and pick up of rooms and group blocks daily.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the PMS, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Ensure that associates are, at all times, friendly, attentive, helpful, hospitable, and courteous to all guest, managers and other associates.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by night audit.
• Review front office log forms and guest feedback log forms on a daily basis.
• Ensure company profiles are organized, spelled correctly and not duplicated.
• Ensure rate and company codes are properly sought out and attached to folios.
• Attend revenue calls and strategies whenever possible.
• Assist with collecting accounts receivable and AR reports.
• Attend monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.
  
  

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (Opera, Visual Matrix, OnQ, etc.).
• Valid driver license required to valet guest cars as needed.
  
  

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