FRONT OFFICE MANAGER

About the Role

The Front Office Manager ensures the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations in an attentive, friendly, efficient, and courteous manner. The role focuses on providing quality guest service while maximizing room revenue and productivity, developing managers and employees.

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with company standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Comply with company standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Respond to guest requests, problems, complaints, and accidents in an attentive, courteous, and efficient manner; follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Room Division personnel according to company procedures.
• Prepare and conduct interviews for front-of-house Room Division positions and follow hiring procedures.
• Support Human Resources with recruiting efforts and ensure compliance with hiring standards.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain professional working relationships and promote open communication with managers, employees, and other departments.
• Ensure implementation of all company policies and house rules.
• Monitor oversold dates to maximize rooms revenue.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance with company training standards.
• Carry a pager at all times.
• Analyze rate variance, monitor credit reports, and maintain close observation of daily house counts.
• Monitor selling status of the house daily (e.g., flash report, allowances).
• Attend daily and monthly Rooms Merchandizing meetings.
• Complete the monthly reforecast.
• Monitor and support the corporate Guest Recognition Program.
• Monitor expenses to ensure expense control and maximize profit using checkbook accounting.
• Ensure compliance with company procedures in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards are met.
• Monitor "Business Travel the Company Way" to ensure program integrity.
• Coordinate major projects such as renovations, capital expenditures, and equipment change-over.
• Conduct weekly Rooms Division meetings, including a monthly financial review.
• Perform Rooms Managers' performance reviews and ensure compliance with standards.
• Monitor labor expenses through schedule approval and ensure budgeted productivity.
• Prepare department heads for succession through development.
• Prepare the Rooms Division annual budget, including Laundry, Communications, and Other Income.
• Participate in the required Manager on Duty (M.O.D.) program as scheduled.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
• Monitor proper operation of the P.B.X. console and ensure employees follow company procedures.
• Assist in preparation of revenue and occupancy forecasting.
• Operate pagers and radios efficiently and professionally in communicating with hotel staff.
• Coordinate implementation of the company's service philosophy.
• Ensure knowledge and implementation of current corporate marketing programs.
• Monitor all V.I.P.s, special guests, and requests.
• Conduct meetings as required by management.
• Perform any other duties as requested by the General Manager.

Requirements

• At least 4 years of progressive experience in a hotel or related field, with at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Proficient in Windows, company-approved spreadsheet, and word processing software.

Physical Requirements

• Long hours sometimes required.
• Medium work – exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Mental Requirements

• Must be able to convey information and ideas clearly.
• Must evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations and maintain composure under pressure.
• Must be effective in handling workplace problems, including preventing, identifying, and solving problems.
• Must assimilate complex information from disparate sources and adjust or modify to meet constraints.
• Must be effective at listening, understanding, and clarifying concerns and issues raised by coworkers and guests.
• Must understand financial information and data, and perform basic arithmetic functions.