Front Office Manager

Front Office Manager Job Description

Position Title: Front Office Manager
Supervisor: General Manager

Requirements: High School diploma or higher-level education.
3 years Hotel front office experience with a minimum of 1 year at the
Supervisory level.

Job Summary: Represents the hotel to the guest throughout all stages of the guest's stay.
Responsible for all front desk matters as well as guest satisfaction.

Front Desk Duties and Responsibilities:
1. Registers guests and assigns rooms. Accommodates special requests whenever possible.
2. Assists in pre-registration and blocking of rooms for reservations
3. Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
4. Understands room status and room status tracking
5. Knows room locations, types of rooms available, and room rates.
6. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
7. Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and part-day rooms.
8. Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
9. Files room key cards.
10. Knows how to use front office equipment.
11. Processes guest checkouts.
12. Follows procedures for issuing and closing safe deposit boxes used by guests.
13. Uses proper telephone etiquette.
14. Uses proper mail, package, and message handling procedures.
15. Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
16. Attends department meetings.
17. Coordinates guest room maintenance work with the engineering and maintenance division.
18. Reports any unusual occurrences or request to the manager of assistant manager.
19. Knows all safety and emergency procedures. Is aware of accident prevention policies.
20. Maintains the cleanliness and neatness of the front desk area. www.lotusmgmtinc.com | 6030 Hellyer Ave #150, San Jose, CA 95138 | (408)-912-5118

21. Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts.

Supervisor Responsibilities

1. Directly supervise all front office personnel and ensure proper completion of all front office duties.
2. Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
3. Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
4. Act as the Manager on Duty (MOD) when scheduled as such by the General
Manager.
5. Responsible for all meeting room and group sales.
6. Aggressively and effectively manages and continuously updates rates with manager’s guidance.
7. Effectively control and manage all front office operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
8. Motivate, coach, train, and set goals for Front office team members.
9. Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment
10. Be proficient on the use of the property management system, and train front desk personnel on the system.
11. Prepare and post the hotel staff work schedules in a timely fashion.
12. Constantly monitor front office communications logs.
13. Be proficient on the use of all front office equipment such as credit card machine, copier and fax.
14. Exhibit good leadership skills.
15. Maintain all equipment; conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
16. Inform the General Manager of any unique situations, or unusual developments in front office operations.
17. Handle guest complaints effectively.
18. Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
19. Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
20. Process reservations by mail, telephone, fax and central reservation systems referrals.
21. Have complete knowledge of room types and offered rate plans.
22. Promote goodwill by being courteous, friendly, and helpful to guests, managers and www.lotusmgmtinc.com | 6030 Hellyer Ave #150, San Jose, CA 95138 | (408)-912-5118

all other associates.

This job description is intended to provide an overview of the requirements of the position.
As such, it is not necessarily all-inclusive, and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the sole right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, nor by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type. Employment is “at-will” and may be terminated at any time by the employee or employer with or without cause or notice.

I understand the above information and hereby state that I can perform the essential functions of the job with or without reasonable accommodate. Hotel management determines accommodations.

_________________________________ ______________________
Applicant’s Name Date

_________________________________
Applicant Signature

_________________________________ ______________________
Manager’s Signature Date www.lotusmgmtinc.com | 6030 Hellyer Ave #150, San Jose, CA 95138 | (408)-912-5118

Job Type: Full-time

Pay: $17.50 - $18.50 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $18 - $19