Front Office Manager

Front Office Manager Job Summary:
Punderson Manor Lodge & Conference Center is seeking a highly organized and experienced Front Office Manager to join our team. The Front Office Manager will be responsible for overseeing the day-to-day operations of the front desk, managing a team of front desk agents, and ensuring all guests receive exceptional service during their stay. This is a full-time administrative position with a competitive salary and benefits package, located in Newbury, OH.

Compensation & Benefits:
Salary: Competitive, based on experience
Benefits: Medical, dental, and vision insurance, 401k, paid time off, hotel discounts

Responsibilities:

• Must possess basic education at High-School level or equivalent
• One (1) to three (3) years experience as a Front Desk Agent
• One (1) year of supervisory or management experience preferably with a Hotel Front Desk
• Must be well organized, detail orientated, handle multiple events, have exceptional telephone etiquette and have outstanding customer service skills
• Must have a professional courteous and friendly manner
• Exhibits excellent listening and negotiation skills and the ability to ask open ended questions
• Must be able to stand for up to four (4) hours at a time
• Must have the ability to work under pressure
• Experience with revenue management, rooms management and assignment of rooms
• Must have proven communication skills both written and oral
• Competence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) required
• Must remain flexible with schedule to accommodate business needs, including evenings, weekends & holidays

Must be able to perform tasks in a safe manner and adhere to company policies and procedures

ESSENTIAL FUNCTIONS:

• Interview, select, supervise and evaluate job performance of front desk agents and night auditors.
• Supervise and motivate staff to ensure that proper guest service is the number one priority at the hotel/lodge.
• Coordinate the training of new employees and the on-going training of front desk staff.
• Prepare weekly schedule for front desk agents, reservations and night audit staying within company established budget.
• Work desk shifts when business levels require and cover shifts when a desk agent, night auditor or reservationist has a schedule conflict or cannot work their shift as scheduled.
• Ensure that employee performance is evaluated in a timely manner using the company provided forms.
• Ensure that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.).
• Achieve a high level score from guest comments and Star Shopper reports.
• Answer switchboard calls in a professional and friendly manner.
• Operate the front desk system to make reservations.
• Check guests in and out using the established company standards.
• Monitor cash flow and credit operations of the desk while maintaining accuracy in