Front Office Manager

Job Title: Front Office Manager
Reports To: General Manager

Summary

The primary function of the Front Office Manager is to assist the hotel guests, and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Guest Service Agents and the Front Desk Supervisor (if applicable). They are to resolve guest issues & perform duties as required to ensure 100% guest satisfaction. As the Front Office Manager, you will oversee the front desk processes between the guests and the various hotel departments.

Essential Duties and Responsibilities

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in and clock-out times of the front office associates.
• Work with sales and hotel administration staff with gathering required guest information.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
• Responsible for the success of special projects and promotions as they relate to Front Desk Staff.
• Responsible for Front Desk Department associate performance evaluations.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Knowledgeable in the hotel’s Property Management System.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Complete daily shift checklist.
• Ensure proper corporate and group coding.
• Complete and print all required daily reports, records and logs as necessary.
• Ensure to sell and identify potential future business upon check in.
• Relocate guests to nearby hotels as necessary.
• Verify daily rate and availability.
• Handle all administrative tasks pertaining to Front Desk.
• Schedule Associates’ shifts and breaks.
• Brief Management as necessary.
• Supervise and ensure the completion of all day-to-day duties of all Guest Services staff.
• Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
• Maintain records of financial transactions reported by various departments.
• Handle collection of all in house balances.
• Assist in turning rooms as necessary.
• Conduct monthly meetings with the Front Desk staff.
• Responsible for Guest Service Agents and Front Desk Supervisor’s 90-day and annual performance reviews.
• Responsible for administering corrective action to associates when necessary.
• Oversee every aspect of Guest Services, including the Business Center.
• Agree to work flexible shifts, including weekends and holidays to meet the demands of the hotel. Cover FD shifts if no other staff is available (call outs/ time off requests).
• Serve as Manager On Duty.
• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Ensure staff is complying with uniform standards.
• Implement and Monitor Signature Program.
• Room Blocking for Extended Stay Guests and groups.
• Maintain Market/Suite Shop Inventory and Price List.
• Update FD Communication Board.
• Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager.
• Other duties and tasks as required and/or assigned.

Education And Or Experience

A High School diploma or General Education Degree (GED); A college degree is preferred or 1 year related experience and/or training; or equivalent combination of education and experience. Previous hotel experience required.

Language Skills

The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability.

Mathematical Skills

The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals.

Safety Policies & Practices

All Associates are responsible for following the First Bristol Corporation’s safety policies and procedures.

Work Environment & Reasoning Ability

The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form. The ability to work in close proximity with others comfortably, while multitasking in a fast paced environment. Must possess conflict resolution skills.

Appearance & Performance Expectations

All Associates are responsible for following the First Bristol Corporation’s standards of appearance.

Physical Demands

While performing the duties of this job, Associates may need to lift items up to 25 lbs. and spend a length of time on your feet.

Job Type: Full-time

Pay: $40,000.00 - $48,500.00 per year

Benefits:

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

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekends as needed

Experience:

• supervisory or managerial: 1 year (Required)

Work Location: In person

Salary : $40,000 - $48,500