Front Office Manager

Job Summary: The Front Office Manager's role is to lead and mentor the concierge/guest services team through each step of The Guest Journey. Delivers a complete guest experience starting from Pre-arrival, Arrival, Settle In, Stay, Check Out, and Follow Up process. The goal is to deliver outstanding guest satisfaction while achieving departmental and property financial objectives.

Duties and Responsibilities:

• Meet and exceed customer expectations by providing exceptional service at all times.
• Communicate effectively with customers, co-workers, supervisors, and other departments.
• Ability to handle challenging situations and/or guest complaints effectively and professionally.
• Supervise assigned operational functions within the department consistent with the budget.
• Supervise the delivery and measurement of guest service in accordance to Company guidelines.
• Oversee accountability process for the Front Desk ensuring compliance with budgetary guidelines, company policies, established SOPs, and legal requirements.
• Complete payroll for the department, including keeping track of incentives and/or tips.
• Interview, hire, train, develop, conduct performance evaluations, resolve problems, and recommend discipline up to and including termination.
• Perform all Front Office duties at a high level of expertise, offering technical guidance/assistance as needed.
• Monitor colleague schedules, enforcing break/lunch times, provide early-outs or overtime based on budgetary guidelines, volume, forecasts, and departmental needs.
• Monitor Front Office and Guest Service agents and Managers activities for quality assurance, evaluate performance and provide coaching/counseling when applicable.
• Maintain complete knowledge of, and comply with, all department policies, procedures, and standards.
• Advise Director of Front Office of any discrepancies, potential security issue, and/or area of concern which may have a negative impact on the department/property.
• Maintain constant awareness of safety and accident prevention.
• Ensure all equipment and work areas are kept stocked, clean, neat, and in working order.
• Inventory/order supplies as needed.
• Provide overview of hotel and facilities to all guests.
• Proficiency in knowledge of all room types, room positions, current rates, and all facilities and services within the hotel.
• Effectively communicate all discrepancies, special requests, etc. to relief personnel.
• Ability to show different room types and meeting rooms with extensive knowledge of each venue.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company colleagues to foster and promote a cooperative and harmonious working environment.
• Adheres to company policies and procedures.

Qualifications:

• Minimum of 3 years of previous supervisory experience in a high-volume setting required
• Previous hospitality experience in a Four Diamond quality organization preferred
• Previous experience with Windows, Office, and property management systems highly desirable
• Knowledge of LightSpeed required
• Must be able to understand, speak, read, and write in the basic English language
• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
• Demonstrate ability to compute basic arithmetic
• Must have flexible availability and be willing to work any shift, including days, nights, weekends, and holidays
• Must be able to attend work as scheduled.
• Must follow hotel dress and grooming standards.

Physical Requirements:

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance and heavier lifting or movement tasks with assistance.
• Move up and down stairs, service ramps, and/or ladders.
• Reach overhead and below the knees, repetitive movements, and other movements including bending, twisting, pulling/pushing, and stooping, grasping, and crawling to complete some tasks.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an at will employment relationship.