Front Office Manager

JOB SUMMARY:

The purpose and objective of this position is to coordinate the successful operation of the Front Office to ensure that all guests? needs are met. This position is responsible for communicating with guests who wish to use our facilities and/or stay in the hotel. The Front Office Manager is responsible for establishing a good working relationship between department heads, supervisors and employees of the Resort in order to ensure that the needs of the guests are responded to promptly and efficiently.

DUTIES & RESPONSIBILITIES:

• Responsible for the training of new staff and the ongoing training of current staff.
• Responsible for scheduling all departments weekly schedule according to business demand.
• Responsible for maintaining appropriate levels of all paper/office products and ordering items when needed.
• Responsible for maintaining front office purchasing budget by acquiring all required signatures for purchase orders, maintaining a proper relationship with vendors to ensure beneficial pricing for goods ordered, entering all purchases into checkbook, etc.
• Responsible for creating a fun and inviting atmosphere at the front desk that is conducive to learning great customer service and applying it to real guest interactions.
• Responsible for being at the front desk during peak check-in/out times.
• Responsible for providing courteous guest service by responding promptly and efficiently to inquiries, requests and complaints.
• Responsible for maintaining a cash bank issued to the individual employee. Ensuring that all cash drops and nightly paperwork are completed fully and promptly and that the bank level is maintained to be able to give change to guests/employees upon request.
• Responsible for ensuring that all front desk employees have proper change in their banks and/or making change for employees as well as guests.
• Responsible for assisting front desk employees with closing shift paper work and preparing cash drops.
• Responsible for answering all incoming calls from outside and internal phone lines in a courteous manner and ensuring the caller is directed to the proper person or department.
• Responsible for answering all guest inquiries and following up with the guest to ensure a satisfactory resolution.
• Must have an enthusiastic, pleasing and helpful attitude toward each guest and fellow employees.
• Responsible for being professionally groomed in prescribed uniform including nametag, close-toe shoes and access to bank on each scheduled shift.
• Responsible for assisting all departments during peak times; including valet, bell staff, front desk & PBX.
• Responsible to listen and respond to guest inquiries and complaints using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information and solutions.
• Responsible for amicably resolving inter-employee disputes or recommending that human resources intercede.
• Responsible for dispensing disciplinary action when necessary; following all guidelines set by the employee handbook.
• Responsible for monitoring all attendance, training and interpersonal skills of all employees that are direct reports.
• Responsible for annual progress reports/reviews for all employees that are direct reports.
• Responsible for giving out and sharing with resort guest?s and employees pertinent information about the resort and its services and inform guests and employees at every opportunity.
• Responsible for being knowledgeable of and complying with all Safety Harbor Resort and Spa policies and procedures.
• Responsible for knowing daily event schedules and has ability to direct guests to functions.
• Responsible for keeping up to date with spa services and room packages to be able to share with guests and train front office staff. Also, must be able to book room rate/packages in hotel PMS system.
• Responsible for booking walk-in and phone in reservations using PMS system.
• Required to be available to the guests at all times.
• Responsible for attending all required meetings.
• Responsible for properly keeping all logs current. This includes the Guest Call Back log, Room Move log, Food & Beverage promo log, etc. This log is located and must be kept at the front desk or PBX phone area at all times.
• Responsible for recording all wake-up calls properly. Also, giving courteous, friendly and prompt wake-up calls at all recorded times.
• Responsible and required to report all cash tips to accounting payroll office.
• Responsible for ensuring the completion of daily check lists, including but not limited to the bucket check, credit limit reports, following day registration information, etc.
• Responsible for assisting guests with any special needs assistance, such as obtaining wheelchair, etc.
• Responsible for routing all incoming faxes to proper department or guests in a timely manner.
• Responsible for assisting guests in business center.
• Responsible for issuing and returning safety deposit boxes to guests as needed.
• Responsible for checking work schedule and making necessary changes based on business demand.
• Responsible for making reservations, appointments and arranging for transportation for guests as needed.
• Responsible for reporting any safety concerns to appropriate department.

The foregoing is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel workload, rush jobs, or technological developments)

REQUIREMENTS AND QUALIFICATIONS:

Physical Requirements & Knowledge Skills