Front Office Manager

Position Summary

As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's ongoing efforts to deliver outstanding guest service and financial profitability. You will provide fast, friendly, and efficient reception and check-in services and ensure guests receive great service throughout their stay.

Essential Functions

• Handles all staffing responsibilities for the Front Desk.
• Recruits, interviews, and trains team members.
• Participates in the orientation of each new Front Office employee, completing the appropriate orientation paperwork.
• Counsels and coaches employees as needed at the Front Office in a positive manner to improve work performance.
• Administers disciplinary action for violations of employee conduct, policy, and poor performance of essential tasks.
• Maintains current knowledge of hotel products, services, and facilities.
• Sets standards through leading by example.
• Spends a major portion of time working the Front Office.
• Completes Daily Sales and Revenue Report by adding bank deposit information after deposit is taken to bank.
• Ensures employees follow proper clock-in procedure.
• Maintains sufficient levels of supplies for the operation of the Front Office.
• Uses proper purchase order procedure when purchasing supplies.
• Completes Income Audit checklist for each day’s work.
• Verifies all work by Front Office Clerks and Night Auditor is done correctly and accurately.
• Transmits daily VISA/MasterCard sales to the credit card processing company through the electronic terminal.
• Ensures that all charges and credits transmitted balance to the day’s work and paper vouchers.
• Handles Accounts Receivable functions.
• Ensures that all invoices are mailed daily.
• Checks each previous day’s check log to ensure that all checks received are posted at the Front Desk.
• Maintains an active collections effort on any accounts that are 30 days or more past due.
• Coordinates with the Front Office Management team on accounts that are more than 60 days past due for stronger measures.
• Handles bad checks and credit card chargebacks.
• Processes all incidences through the Front Office machine and maintains in the appropriate file until resolved.
• Takes aggressive action to resolve the problem credit cards and collect on the bad checks.
• Researches past bills for guests and sends copies of receipts to guests requesting them.
• Absorbs guest requests in writing with a signature when unsure.
• Maintain an effective training program for this position.
• Coaches and counsels Front Office team members for improved performance as necessary.
• Assists with other Departments as necessary.

Minimum Qualifications

• High School diploma preferred; two years related supervisory work experience.
• Basic mathematical skills.
• Computer skills.
• Excellent interpersonal skills; English speaking, reading, and writing skills.
• Multi-task oriented.
• Knowledge of workplace safety procedures.

Language Ability

Ability to speak, read, and write English. Ability to effectively relate to managers and co-workers.

Math Ability

Ability to apply basic mathematical concepts and use a calculator.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of accounting instructions in mathematical form and deal with concrete variables.

Computer & Related Skills

• To perform this job successfully, an individual should have knowledge of Word Processing software, Spreadsheet, and other software.
• Able to use a Calculator, PBX Front Desk Machine, copier, and fax.

Physical Demands and Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this position, the employee is standing the entire shift.
• The employee frequently reaches, bends, stoops, lifts, and pushes.
• The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls in repetitive motions.
• Requires full sight and hearing capacity.
• Able to drive a van.
• The employee is frequently required to walk; sit; and reach with hands and arms.
• The employee occasionally lifts and carries items weighing up to 25 pounds.
• The employee must frequently communicate with guests and vendors.
• The employee is occasionally exposed to hazards including, but not limited to, slipping, tripping, falls; frequent exposure to humidity and cold; frequent contact/immersion of hands in water, sanitation solutions, and frequent washing of hands.
• The noise level in the work environment is usually moderate.

Employment is contingent upon successful completion of a background and drug test.