Front Office Manager

Responsibilities

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
• Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the Front Office S.O.P.'s.
• Absorb and implement all changes to the