Front Office Manager

Essential Functions and Responsibilities

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Communicate effectively with guests and fellow team members.
• Proficient at all Guest Service systems and processes.
• Supervise, train, coach and retrain Guest Service Team on systems, processes, procedures and guest interaction.
• Oversee and ensure accountability in all aspects of Guest Service Team’s performance.
• Responsible for all front office activity during scheduled shifts.
• Monitor and adjust room availability status.
• Monitor and complete filing of registration cards, reservations, correspondence and no-shows and signatures on file.
• Complete the following individual duties: Daily Cash Report (DCR), No-Shows, Billing disputes, Accounts receivable, Banking, Bad checks, credit card debts, Open, stamp, sort, distribute mail, Accounts payable preparation, Security reports, Check and audit banks, Check travel agent commissions, franchise frequent stay program activity and central reservations, Check Maid’s List and ensure room availability status is accurate, Check timecards to posted schedule, Submit daily report to General Manager (written or verbal).
• Monitor and complete filing of registration cards, reservations, correspondence and no-shows and signatures on file.
• Contribute to and maintain established information and communication sources such as department and front desk logbooks in order to enhance department communications and operations.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.

Knowledge/Education/Experience

• Minimum of two (2) years hotel experience as Front Desk Manager or progressive front desk responsibility.
• Strong English skills, both oral and written.

Skills/Abilities/Other Requirements

• Hotel front desk operations and procedures.
• Personnel supervision and training.
• Salesmanship and public relations.
• Ability to make timely, effective decisions.
• Ability to prioritize, organize and delegate work assignments.
• Ability to maintain good team member relations.
• Ability to develop and maintain effective guest relations.
• Ability to manage multi-departmental operations.
• Ability to direct performance of team members and follow-up with corrective action where needed.
• Ability to work long hours, 5 to 6 days a week.
• Basic accounting procedures.
• Cash registers, computers and calculators required.

Physical Requirements

• Frequently walking indoors, outdoors, up and down stairs, standing, sitting, bending, stooping, twisting, reaching, lifting and carrying.
• Reaching above, at and below shoulder level.
• Lifting and carrying unassisted up to 20 lbs.

Benefits

• Medical, Dental and Vision Insurance.
• 401k.
• Vacation and Sick Leave.
• Tour Member Travel Program.
• Team Building Events.
• Charity Promotions.

Pay

$75,000-$80,000/year