Front Office Manager

**COMPETETIVE WAGES**HISTORIC BOUTIQUE HOTEL**PAID TIME OFF**HEALTH INSURANCE**

JOB SUMMARY

The Front Office Manager (FOM) is responsible for assisting the General Manager in everyday operations, customer satisfaction and the physical condition of the property while maintaining a culture of respect and teamwork. The (FOM) is also responsible for training and supervising breakfast, front desk and audit staff and handling guest complaints and concerns. In the General Manager's absence, the (FOM) assumes the responsibilities of the General Manager.

REPORTING RELATIONSHIPS

The (FOM) reports directly to the General Manager and Vice President of Hospitality. The (FOM) works with team members in all departments including the Corporate Office.

DUTIES AND RESPONSIBILITIES

Specific duties include, but are not limited to, the following:

Satisfaction and Comfort of Guests:

• Respond to all guest requests in a positive and prompt manner
• Resolve guest complaints and concerns to the satisfaction of the guest
• Ensure that exemplary customer service is the priority of all employees
• Ensure that events are handled to guest satisfaction
• Maintain property in safe condition and good repair
• Submit timely Work Orders
• Advise Safety Officer of any safety concerns for both employees and guests
• Ensure that guestrooms are clean, correctly supplied and in good working order through partnership with the Housekeeping Manager and Maintenance staff

Personnel:

• Ensure that front-of-house staffing levels are maintained to provide quality service to guests while monitoring labor costs and budgetary goals
• Arrange coverage when staff calls out and cover shifts, in any department, when needed
• Train and supervise breakfast, front desk, audit staff and housekeeping staff depending on location
• Support the Housekeeping Department as requested by Housekeeping Manager and General Manager
• Incorporate in-house Customer Service Training and procedures
• Continually monitor staff and procedures to ensure exemplary customer service
• Ensure that all personnel are familiar with company Policies & Procedures and abide by same
• Handle any immediate concerns, conflicts and/or employee disputes as well as informing the General Manager of the situation
• Maintain confidentiality regarding all personnel matters
• Embrace the Core Values and lead by a positive example to ensure a high-level of morale and respect among team members

Relationship with other departments:

• Continue the good working relationship and cooperation among other Supervisors, Managers and General Managers
• Coordinate with General Managers to utilize and control the "sharing" of employees as needed
• Maintain direct communication with General Manager to make certain company-wide procedures are in place and followed
• Work directly with General Manager on special projects, suggested capital improvements and/or large expenditures

Administrative:

• Work all areas of Guest Room Blocks and Event Space/Meeting Rooms Rentals in accordance with General Manager's instruction
• Schedule and support the interview process as direct by the General Manager
• Submit all new-hire paperwork as directed by the General Manager
• Review websites where we are listed and report information that needs to be revised to your General Manager
• Respond to all Guest Surveys and On-line Reviews through OTA sites as directed by the General Manager
• Prepare cash/checks and submit for deposit in the General Manager's absence as requested
• Process paid outs in the General Manager's absence as requested
• Maintain inventory of office and breakfast supplies
• Prepare weekly schedules for General Manager

REQUIRED SKILLS AND ABILITIES

• Excellent customer service skills
• Ability to be welcoming and courteous to guests, coworkers and vendors
• Must be organized and able to multitask
• Ability to remain cheerful under stress
• Maintain a professional demeanor and appearance at all times
• Ability to understand and carry out instructions
• Good knowledge of the local area and businesses
• Good communication skills
• Proven interpersonal and problem-solving skills
• Proven computer knowledge and typing / keyboarding skills
• Ability to memorize a large amount of different, detailed, computer procedures

PREFERRED QUALIFICATIONS

• Previous related work experience
• High School Diploma or GED

REQUIRED LICENSES / CERTIFICATIONS

• Food Handler's Card and Alcohol Service Permit (based on location, will be completed once hired)
• Must pass a criminal background check

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

• Work requires standing for most of each shift
• Must be able to lift up to 25 pounds
• Primary worksite is indoors

WORK HOURS AND WAGE

• Day and night shifts, weekends and holidays required
• Full-Time, Hourly, Non-Exempt

Pay: $ $30.00 per hour

Expected hours: 40.0 – 45.0 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person