Front Office Manager

FRONT OFFICE MANAGER (Salary)

JOB DISCRIPTION

Reports To: General Manager

Requirements: High School diploma or higher-level education.

3-5 years Hotel front office experience with a minimum of 1 year at the supervisory level.

Must be able to work All shifts when needed (Primarily Evening Shift)

General Responsibilities:

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Revenue:
  • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seeking new ways to increase room revenue and occupancy.
  • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
  • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Quality:
  • Guest Service: Ensure that the hotel meets/exceeds H. House and Brand standards for guest satisfaction.
• Leadership:
  • Leading: Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
  • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive,
  • Professional work environment and adhere to H. House’ Standard Operating Procedures.

Specific Responsibilities:

• The FOM shall be the evening manager and work the busiest 5 Check-in days. (1 pm-11pm)
• The FOM shall be:
  • Accountable for Guest Relations including Check In, Check Out, Reservations and reservation management (Central reservation system and web), Revenue Management, and the Property Management System (PMS).
  • Responsible and accountable for the Front Office and Breakfast Area Personnel including hiring, firing, coaching, training and scheduling.
  • Responsible and accountable for the Front Office and Breakfast Area appearance and supplies including ordering and maintaining inventories in accordance with H. House inventory and par stand.

Reports To: General Manager

Requirements: High School diploma or higher-level education.

3-5 years Hotel front office experience with a minimum of 1 year at the supervisory level.

Must be able to work All shifts when needed (Primarily Evening Shift)

General Responsibilities:

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the H House Director of Operations.
• Be proficient in the property management system and train front desk personnel.
• Have a good understanding of all the hotel operating procedures.
• Enforce all existing new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor the appearance of all front desk and breakfast area staff, to ensure they are following the company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be proficient in using all front office equipment such as credit card machines, copier and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each month, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Full understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process cancellations and modifications to reservations.

Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates