Front Office Manager

• Gain an in depth understanding of the property management system and POS functionality.
• To understand and respond to all guest needs and requests in a friendly, helpful, timely and professional manner.
• At the direction of, and often in conjunction with, the General Manager: Hire, train, and schedule, support, and review and discipline front office employees.  Working to ensure that all front office staff members maintain the very highest possible levels of employee morale and department productivity.
• Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
• Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
• Communicate service and amenities of the hotel to guests and provide Concierge service as needed.  Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
• To diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary.
• To maximize hotel revenue through salesmanship, status control and maintenance of "Yield Management" system.
• To assist, as directed by the General Manager, in preparing annual departmental budget.
• Monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
• Work closely with other departments to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Coordinate relocation of guests when necessary.
• Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
• Work with General Manager to create comprehensive training/reference material for staff.
• Train staff on all SOPs and ensure there is understanding and compliance.
• Complete payroll and timekeeping logs to specifications.
• Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
• Follow specified procedures to reconcile daily deposits, provide change, and prepare daily and/or weekly revenue reports as directed.
• To promote and comply with all company policies and procedures.
• Monitor the front desk and lobby areas to ensure they are always clean and well organized.
• Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.
• To immediately report all suspicious occurrences and hazardous conditions.
• To always maintain the cleanliness and safety of work areas.
• Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department.
• To conduct in conjunction with the General Manager regular departmental operations meetings.
• To attend all mandatory meetings as directed.
• To perform other tasks, including cross-training, as directed.

• Bachelor’s degree in Hotel Management/Business Administration.
• 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.

• Excellent interpersonal skills and the ability to work well with co-workers and the public.
• Possess a courteous, friendly and professional manner. 
• Independent thinker and a ‘quick study’.
• Good team player.
• Ability to effectively manage staff to maintain a high level of morale and productivity. 
• Strong customer service focus.
• High quality standards for production and service.
• Ability to solve practical problems and deal with a variety of situations.
• Ability to work well under pressure and handle multiple tasks at once.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.

Essential Physical Abilities

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• At times work at a very fast pace and under pressure.
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

• Paid Time Off and Holidays
• Medical, Dental, & Vision insurance
• 401(k) plan with company match
• Health savings and flexible spending accounts
• Employee Assistance Program
• Employee discount for stays at hotels at Sightline Hospitality's expanding portfolio.