Front Office Manager

Job Responsibilities

• Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Schedule staff according to labor standards and forecasted occupancy.
• Maintain standards of guest service quality.
• Contribute to the profitability and guest satisfaction perception of other hotel departments.
• Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Receive departmental related guest complaints and ensure corrective action is taken.
• Ensure staff uses guest interaction skills.
• Reward employees who meet/exceed guest expectations.

Job Qualifications

• Experience: Minimum 1 year experience on night audit, 2 years experience in front desk operations, and 1 year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.