Front Office Manager

Job Summary

The Front Office Manager is responsible for ensuring the operation of the Guest Services, AYS, Bellstand and Concierge in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Essential Job Tasks

• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Carry a cell phone at all times.
• Facilitate, prepare and attend weekly meetings and track results.
• Participate in required M.O.D. program as scheduled.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that wages, productivity and forecasts are completed on a timely basis according to hotel procedures.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain proper use.
• Ensure staff greet and welcome all guests approaching the Front Desk
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies
• Establish and maintain key control system.
• Ensure participation within department daily pre shift meeting
• Focus the Front Office department on their role in contributing to the guest satisfaction and audit scores.
• Monitor all V.I.P.'s and special guest requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Ensure completion of daily MOD checklist.
• Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.

Candidate Profile:

Education: Bachelor’s degree in Business or related field College graduate preferred

Related Work Experience: A minimum of 5 years’ experience in progressive management positions in the hospitality industry with a minimum of 2 years’ experience in a Full Service hotel

Brand Experience: Full service Marriott experience is required.

This private employer offers a Competitive Compensation, Benefits Package and Opportunity for Career Growth.

Benefits include:

• Healthcare Insurance (Medical, Dental & Vision)
• 401(k) Plan
• STD & LTD
• Life Insurance
• Wellness Program
• Vacation/Paid Time Off
• Tuition Assistance
• Discounted Hotel Room Rates (Marriott & Hilton)
• Community Service Program
• Training & Development