What are the responsibilities and job description for the Front Office Manager position at Holiday Inn Express Portland NW Downtown?
Overview:
The Front Office Manager (FOM) plays a key role in ensuring smooth and efficient front desk operations while creating a welcoming environment for guests and team members. This position serves as a liaison between the front desk and all hotel departments, ensuring exceptional guest service, operational excellence, and compliance with company policies. The role also includes front desk shift coverage as needed. The Front Office Manager reports to the Assistant General Manager (AGM) and the General Manager (GM).
The ideal candidate is approachable, enthusiastic, and service-driven. They possess strong interpersonal skills and the ability to lead and collaborate with a diverse team. A calm and diplomatic approach to conflict resolution is essential, along with sound judgment and emotional intelligence. The role requires strong time management, adaptability in a fast-paced environment, and a proactive, solutions-oriented mindset. Creativity, critical thinking, and a commitment to continuous improvement are highly valued.
Physical Requirements:
Light maintenance and custodial work is required as needed. This could include, but is not limited to, plunging toilets, changing light bulbs, spot mopping, dusting, and pool chemical checks. As a manager, you may also be called upon to turn over a room in order to re-sell it. Ability to lift 50 lbs.
Major Duties:
- SMILE :) Be an example for YOUR team!
- Serves as the primary contact for front desk communications.
- Direct and manage front desk staff and delegate duties and responsibilities.
- Assist the AGM and GM in day-to-day operations
- Assist in hiring, training, and disciplinary efforts of front office personnel in conjunction with the AGM's/GM’s approval.
- Locate alternate backup front desk staff due to absenteeism, vacations, etc. This means covering shifts as necessary due to illness or high occupancy. May be required to be on-call evenings, nights, and/or weekends.
- Train team members.
- Prepare front desk work schedules.
- Maintain the appearance and organization of the hotel at all times.
- Train, cross-train, retrain, and evaluate all Front Desk team members and implement new training procedures with the knowledge and consent of the AGM/ GM, and in accordance with company policies and procedures.
- Prepare reports, as requested, for all departments and submit to Pacific Inns Management Company as needed.
- Adhere to franchise standards and to company policies and procedures.
- Review daily deposits.
- Maintain inventory of hotel supplies, including office supplies, gift shop supplies, franchise/logo items, etc.
- Resolve guest issues immediately and work to maintain a minimum satisfied intent to return score of 90 or above.
Minimum Essentials:
Education: Minimum High School Diploma or GED Equivalent.
Computers/Equipment/Software: Computer literate with ability to learn new software applications. Ability to type/keyboard 50 wpm. Microsoft Office, to include Outlook, Word and Excel preferred. General office equipment, such as photocopiers, fax machine, telephones, shredders, and meeting room audiovisual equipment. Hotel property management system(s) a plus. Some accounting knowledge preferred.
Job Type: Full-time
Pay: $21.00 - $24.00 per hour
Benefits:
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
- Overnight shift
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Commute:
- Portland, OR 97210 (Required)
Ability to Relocate:
- Portland, OR 97210: Relocate before starting work (Required)
Work Location: In person
Salary : $21 - $24