Front Office Manager

About the Role:

The Assistant Front Office Manager at The Goodwin Hotel is responsible for overseeing the daily operations of the front office department, ensuring that guests receive exceptional service from check-in to check-out. This role involves managing a team of front desk staff by fostering a positive work environment that promotes teamwork and high performance. The Assistant Front Office Manager will also be tasked with developing and implementing policies and procedures that enhance guest satisfaction and operational efficiency. Additionally, this position requires regular interaction with guests to address any concerns and ensure their needs are met promptly. Ultimately, the Assistant Front Office Manager plays a crucial role in creating a welcoming atmosphere that reflects the hotel's commitment to excellence in hospitality.

Responsibilities:

• Supervise and coordinate the activities of front office staff
• Ensure that all guest inquiries and requests are handled promptly and professionally.
• Develop and implement training programs for new staff to ensure high standards of service.
• Conduct regular inspections of the front office area to maintain cleanliness and organization.
• Direct and administer all Front Office operations to include, but not limited to:
  • Guest service and registration (check-in/check-out)
  • Room inventory and availability
  • Guest service standards and initiatives
  • Product quality
  • Cost controls and overall profitability
  • Systems use and management
  • Policy and procedure implementation and enforcement
• Ensure safety training and standards are maintained and procedures followed.
• Ensure team members have current knowledge of:
  • Hotel products
  • Services
  • Facilities
  • Events
  • Pricing and policies
  • Local area and events
• Monitor staff regularly to ensure highest quality of guest service is provided.
• Responsible for creating Front Office Schedules according to hotel occupancy and keep track of any adjustments that needs to be made.
• Complete staff schedule every Friday and approve hours in ADP by Monday morning for payroll
• Investigate, document and respond to guest complaints in a timely manner.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Respond to emergencies on the hotel premises following established procedures.
• Promote the hotel, facilities and services.
• Maintain and control current and future room inventory, upgrades and special requests.
• Run quarterly Front Office Meetings.
• Ensure that daily reports are completed, such as:
  • Night Audit Report - Daily
  • Transaction Reconciliation Report - Daily
  • Unbalanced Folios - Daily
  • Exceeded Credit Limit - Daily
  • Siena Restaurant Room Charge Log - Daily
  • Guest Complaint Log – When needed
  • Expedia Reconciliation Report (Due end of day on the fourth of every mo.) - Monthly
• Perform other related duties as assigned or required.
• Implement marketing directed by Director of Sales and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Have a complete understanding of emergency systems and procedures.
• Complete special projects in a timely manner as required for GM or Executive Committee.
• Supervise all maintenance problems with sleeping rooms, keeping daily logs.
• Log all phone problems, write work orders and sign receipts upon completion of work.
• Ensures staff communicates effectively with the housekeeping team.
• Checks printed registration cards against information on arrival report and rectifies any discrepancies.
• Complete TA’s commission checks,
• Complete Reconciliations monthly
• Review Night Audit Report Daily
• Order supplies as needed through procurement system and maintain par levels.
• Respond to Booking.com/Expedia messages daily
• At the end of the month complete monthly invoice box

Minimum Qualifications:

• Bachelor's degree in hospitality management or a related field.
• Position requires evening and weekend shifts
• At least 3 years of experience in a hotel front office or guest services role, with at least 1 year in a supervisory position.

Preferred Qualifications:

• Experience with hotel management software and property management systems.
• Certification in hospitality management or customer service.