Front Office Manager

FRONT OFFICE MANAGER

Job Description

This job description provides a basic guideline of the duties, responsibilities and requirements of this position. The frequency codes assigned in the job description are: Rarely (less than 1%); Occasionally (between 1% and 33%); Frequently (between 34% and 65%); and Constantly (between 66% and 100%).

QUALIFICATIONS

• College level reasoning, math, and language skills.
• Hilton system management experience preferred
• Two years prior departmental management experience in front office or related disciplines.
• Time management and negotiation skills.
• Ability to manage and lead each discipline of the department independently.
• Ability to manage according to employment and Innkeeper laws of the jurisdiction.
• Prior cash handling experience necessary.
• Ability to communicate effectively with the public and other employees.
• Read, write and speak English fluently.
• Computer experience required.
• No employee will pose a direct threat to the health/safety of self or others.

PERFORMANCE STANDARDS

• CUSTOMER SERVICE: Deliver the best service, quality and value to every customer, every time. Maintain customer satisfaction as the driving philosophy of the hotel. Personally demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. Commit to satisfying every guest. Ensure Front Office staff, including all new hires, are trained to meet standards of each component. Empower department staff to deliver customer service by encouraging and rewarding responsive guest assistance.
• FINANCIAL: Meet or exceed budgeted profit and margin of the department. Prepare annual departmental budget that accurately reflects the hotel’s operations plan. Anticipate revenue/cost problems and manage the timing of discretionary expenditures. Analyze financial and operating information on an ongoing basis in order to achieve budgeted labor and other cost standards. Ensure department staff is trained in financial/control procedures as outlined by Internal Audit, and that these procedures are regularly followed. Impact cash flow by effective management of accounts receivable and accounts payable at the departmental level.
• PEOPLE: Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for direct reports. Resolve employee grievances fairly and timely. Ensure employees fully understand performance standards, review process, and reward successes. Manage safety program to protect guests and employees and which meets OSHA requirements. Use ongoing safety plan to minimize workers’ compensation claims.
• QUALITY: Maintain physical product standards by routinely inspecting department to ensure that equipment is in proper working condition and supplies are stocked at proper levels. Have acceptable property quality audits for assigned areas and implement action plans to correct deficiencies. Manage

security procedures such as key control.

ESSENTIAL FUNCTIONS

• Constantly. Assure property operation meets internal audit standards.
• Constantly. Coordinate guest and group transportation needs.
• Constantly. Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards.
• Constantly. Maintain work area neat and organized.
• Constantly. Monitor payroll hours and reports.
• Constantly. Promote employee empowerment.
• Constantly. Report all unsafe conditions immediately.
• Constantly. Select, train, supervise, schedule, develop, discipline, and counsel employees according to Davidson policies and procedures.
• Frequently. Attend meetings as well as schedules and conducts departmental meetings.
• Frequently. Complete other duties as assigned by supervisor to include cross training.
• Frequently. Complete reports and paperwork (i.e., forecasts, annual budgets, action plans, etc.)
• Frequently. Coordinate all VIP transportation to and from the hotel.
• Frequently. Coordinate delivery of amenities.
• Frequently. Coordinate the arrival and departure of all tour and organized groups.
• Frequently. Oversee pick-up and delivery of all hotel dry cleaning.
• Occasionally. Conduct performance appraisals.

PHYSICAL REQUIREMENTS

• SITTING: Occasionally. Variety of office desks and tables.
• STANDING/WALKING: Constantly. At the front desk on tile or carpet.
• CROUCHING (BEND AT KNEES): Frequently. When getting supplies from cabinets, picking up luggage, boxes, etc.
• KNEELING/CRAWLING: Rarely.
• STOOPING (BEND AT WAIST): Frequently. Must bend while loading and unloading vehicles, reach into lower file cabinets.
• TWISTING (KNEES/WAIST/NECK): Frequently. Ability to twist head, neck and torso for conversing at meetings or for reaching for items at and around desk.
• CLIMBING: Occasionally. Climbing stairs, curbs and steps.
• BALANCING: Frequently. Carrying items.
• LEG/FOOT USE: Rarely.
• REACHING (OVERHEAD/EXTENSION): Occasionally. Reach for papers, operational supplies up to 25 lbs. From upper shelves.
• HANDLING/GRASPING: Frequently. Handling luggage, boxes, doorknobs.
• FINGERING/FEELING: Rarely.
• PUSHING/PULLING: Rarely. Average weight: 25 lbs.; maximum weight: 50 lbs.
• LIFTING/CARRYING: Occasionally. Average weight: 5 lbs.; maximum weight: 50 lbs.
• OTHER PHYSICAL DEMANDS: Rarely.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 3 years (Preferred)
• Assistant Front Desk Manager: 1 year (Preferred)

Work Location: In person

Salary : $50,000