DEPARTMENT : Front Office Manager
REPORTS TO : Director of Rooms
STATUS : Exempt
JOB SUMMARY
The Front Office Manager is responsible for overseeing the Guest Services operations, ensuring that all interactions are friendly, efficient, and courteous. This role focuses on delivering quality service to guests before, during, and after their stay while maximizing room revenue and occupancy.
QUALIFICATION STANDARDS
Education & Experience :
- A 4-year college degree and at least 1 year of related experience preferred
- Front Office Manager experience required.
- Company approved spreadsheets and word processing.
Physical requirements :
Long hours sometimes required.Light work -Exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand during entire shift.Mental requirements :
Must be able to convey information and ideas clearly.Must be able to evaluate and select among alternative courses of action quickly and accurately.Must meet deadlines.Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.Must be able to work with and understand financial information and data, and basic arithmetic functions.DUTIES & FUNCTIONS
Essential :
Address all guest requests, concerns, complaints, and incidents presented at the Front Desk or through various communication channels in a prompt and courteous manner, ensuring guest satisfaction through follow-up.Motivate, coach, and guide Guest Services personnel in accordance with Ocean Place Resort and Spa's standard operating procedures (S.O.P.s).Carry The Manager cell phone to maintain constant communication.Conduct interviews for Guest Services positions and adhere to hiring procedures established by the resort.Foster employee morale and ensure thorough training for Guest Services staff.Maximize room revenue and occupancy by reviewing daily status, analyzing rate variances, monitoring credit reports, and keeping a close eye on the daily house count.Attend daily and monthly Front Office meetings to stay updated on trends and strategies.Participate in the Manager on Duty (M.O.D.) program as scheduled.Review staff working hours for payroll compilation and submit to accounting promptly.Prepare employee schedules based on business forecasts and payroll budget guidelines.Ensure accurate billing to maximize no-show revenue.Maintain professional relationships and open communication with managers, employees, and other departments.Collaborate with Accounting on follow-up items such as returned checks and credit card issues.Operate the Front Office computer system, including software maintenance and report generation.Ensure that all staff greet and welcome guests at the Front Desk in line with the resort's S.O.P.s.Implement and uphold all Ocean Place Resort and Spa policies and house rules.Ensure timely logging and delivery of messages, packages, and mail.Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.Coordinate the ongoing implementation of the resort's service standardsEnsure accurate cash handling at the Front Desk and enforce credit policies.Guarantee that employees are attentive, friendly, and courteous to all guests and staff members.Oversee "Lost and Found" procedures in accordance with established standards.Establish and maintain a key control system.Ensure department participation in monthly team meetings.Focus the Guest Services Department on their role in enhancing guest satisfaction and audit scores.Monitor all VIPs, special guests, and specific requests.Maintain required inventory of front office and stationary supplies.Review daily Front Office work and activity reports generated by Night Audit.Marginal :
Monitor all V.I.P.'s, special guests and requests.Review Front Office log book and Guest Request log on a daily basis.Oversee Supervisors complaint and request logLog all absenteeism and employee latenessComplete special projects in a timely manner as required by Front Office Manager or General ManagerMonitor energy management, PBX, to ensure proper functioning of equipment.Block rooms for special groups.Participate in Room Inspection programsAttend meeting / training as required by managementPerform other duties as required from managementIn accordance with New Jersey State Legislature (New Jersey Legislature Bill S2310 Sca (1R)) which requires private employers with ten (10) or more employees to include a range of pay for all advertised jobs, promotion, or transfer opportunities. This position pays $80,000.00 / year dependent on experience.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Salary : $80,000
