FRONT OFFICE MANAGER

Job Summary

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

About the Role

Front Desk Manager overseeing a team of team members who provide exceptional guest service, manage labor and expenses, and contribute to revenue maximization.

Responsibilities

• Foster a work environment where all team members have an opportunity to realize their full potential
• Show genuine concern for the individual employee
• Treats employees with tact, cooperation, helpfulness and empathy
• Consistently works to improve the performance of subordinates and to prepare them for future growth
• All team members will receive extensive training and go through testing prior to being placed into a role
• Team members must be aware of the local area
• Completes the required brand training as per brand requirements
• In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests
• (Upgrading VIP’s, handing out info to guests upon arrival in welcome packets, etc)
• The FOM should ensure all group resumes are accessible and read and followed up on
• Ensure timeliness to meetings
• Stay within forecasted numbers in regards to departmental and labor expense
• Expenses should be flexed based upon demand
• Utilize labor reports
• Contribute to the sellout efficiency
• Upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc
• The front desk owns the hotel day of arrival
• This will be measured via the daily revenue reports, etc
• All scores pertaining to the front desk area should be at or above the brand average
• In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores
• All responses will be followed up on within brand guidelines
• (Guest assistance, SALT etc)
• Maintain TripleAAA 4 Diamond rating
• Familiar with criteria
• QA – Must ensure passing of brand QA
• Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc
• Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc)
• In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc
• Ensure regular safety checks of the shuttle
• Cleanliness - Own / Maintain lobby appearance / PBX back Office at all times
• Proficient with PMS system
• Computer literacy and financial management a must
• Advanced knowledge of brand’s reward program
• Able to handle cash and credit transactions
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• General knowledge of local area attractions and transportation
• Able to observe and detect signs of emergency situations
• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
• Able to establish and maintain effective working relationships with associates and customers
• Act as Manager on Duty per schedule
• Able to make sound business decisions and take action quickly based on previous experience and good judgment
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
• Command of the English language both written and verbal
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
• Implement company and franchise programs
• Prepare forecasts and reports and assist in the development of the room’s budget
• Monitor and maintain the front office systems and equipment to ensure their optimum performance
• Track guest satisfaction surveys and maximize usage of the guest response tracking system
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members
• Ensure timely completion of performance appraisals
• Ensure all Front Office Quality Standards are complied with and are consistently applied
• Cookordination activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues

Job Essentials

• People - Foster a work environment where all team members have an opportunity to realize their full potential
• Treats employees with tact, cooperation, helpfulness and empathy
• Consistently works to improve the performance of subordinates and to prepare them for future growth
• Training - All team members will receive extensive training and go through testing prior to being placed into a role
• Communication / Follow Up – In any hotel, communication is key
• Expense / Labor Controls / Overtime - The FOM should stay within forecasted numbers in regards to departmental and labor expense
• Expenses should be flexed based upon demand
• Overtime must be controlled
• Plans appropriate allocation of resources and assignments of staff
• Utilize labor reports
• Revenue Maximization – It is crucial that the front desk team contributes to the sellout efficiency
• It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc
• The front desk owns the hotel day of arrival
• This will be measured via the daily revenue reports, etc
• Guest Scores / Experience – All scores pertaining to the front desk area should be at or above the brand average
• In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores
• All responses will be followed up on within brand guidelines
• (Guest assistance, SALT etc)
• Maintain TripleAAA 4 Diamond rating
• Familiar with criteria
• QA – Must ensure passing of brand QA
• Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc
• Safety - Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc)
• In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc
• Ensure regular safety checks of the shuttle
• Cleanliness - Own / Maintain lobby appearance / PBX back Office at all times
• Other - Proficient with PMS system
• Computer literacy and financial management a must
• Advanced knowledge of brand’s reward program
• Able to handle cash and credit transactions
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• General knowledge of local area attractions and transportation
• Able to observe and detect signs of emergency situations
• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
• Able to establish and maintain effective working relationships with associates and customers
• Act as Manager on Duty per schedule
• Able to make sound business decisions and take action quickly based on previous experience and good judgment
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
• Command of the English language both written and verbal
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
• Implement company and franchise programs
• Prepare forecasts and reports and assist in the development of the room’s budget
• Monitor and maintain the front office systems and equipment to ensure their optimum performance
• Track guest satisfaction surveys and maximize usage of the guest response tracking system
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members
• Ensure timely completion of performance appraisals
• Ensure all Front Office Quality Standards are complied with and are consistently applied
• Cookordination activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues

Qualifications

• Minimum of 2 years Front Desk experience in a leadership role
• High School Diploma or equivalent required, Associates Degree or higher degree preferred

Skills

• Proficient with PMS system
• Computer literacy and financial management a must
• Advanced knowledge of brand’s reward program
• Able to handle cash and credit transactions
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• General knowledge of local area attractions and transportation
• Able to observe and detect signs of emergency situations
• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
• Able to establish and maintain effective working relationships with associates and customers
• Act as Manager on Duty per schedule
• Able to make sound business decisions and take action quickly based on previous experience and good judgment
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans,