Front Office Manager

General

Manages day to day operation of the Front Office, including covering MOD shifts as necessary. Ensure all guest requests and complaints are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar). Oversee guest complaint resolution and Incident Log reporting. Oversee VIP and amenity program. Ensures compliance with all Front Office policies, standards and procedures. Target guest engagement and delight; monitors guest satisfaction scores and reviews/surveys, ensure timely responses, and takes corrective actions as needed. Drive department goals for positive guest reviews and survey scores (particularly on Trip Advisor).

Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Team

Interview, recruit, train, develop, and lead the Front Office Team. Responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); tracks employee time and attendance. Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met. Ensures all employees have proper supplies, equipment, and uniforms. Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results. Conduct regular, formal 1 to 1 performance reviews with the Front Office team. Ensures employees understand expectations and parameters; property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. Observes service behaviors of employees and provides feedback to individuals, including employee recognition. Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Participates in employee progressive discipline procedures and actions non-performance according to the established HR guidelines of the company. Provide guidance and direction to ensure overall departmental success versus predetermined KPI’s. Create and nurture a culture of exceeding set targets.

Financial

Collaborate with the Director of Operations, Director of Finance, other department heads and managers, and Corporate Office on all required reporting, such as forecasts, monthly P&L reports, ownership reports, etc. Prepare the annual Front Office department budget, planning department goals, and directing team members in order to achieve budgeted goals. Manage budgetary and capital expenses, including regular inventory of all required OS&E. Ensure department adherence to all financial policies, including but not limited to credit and cash handling procedures, guest disputes/chargebacks, credit limit and authorizations, deposits, third party billing forms, etc. Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate; manages to achieve or exceed budgeted goals.

Miscellaneous

Represent Dream Hotel Group and the Hotel in a professional manner at all times. Participate on committees and special projects as needed. Stay up to date on competitors’ offerings, market trends, and overall industry trends. Travel as necessary to different properties, venues, industry trade shows, etc. within the region and overseas, to study benchmarks and represent the hotel. Travel as necessary to Corporate Office and other Company hotels. Perform all reasonable requests assigned by the management team. Attend and participate in all scheduled meetings and training sessions.