Front Office Manager - Magnolia Hotel

Responsibilities

• Motivate, coach, counsel, and discipline all Front Office Staff.
• 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.
• Prepare employee Schedule according to business forecast, payroll budget guidelines, and productivity requirements.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Have knowledge of all hotel features/services, hours of operation, all room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotions, room availability status for any given day, scheduled in-house group activities, locations, and times, and all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment.
• Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages, and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
• Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor).
• Track actuals against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Cooky breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Aid guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
• Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: Contracted banks, Shortages/overages, Petty cash/paid outs.

Qualifications

• Must have one (3) three or more years' prior guest service experience, preferrably in hospitality.
• High School Diploma or equivalent, required some collede or college degree preferred.
• Previous experience with Windows, Office, and SMS or similar property management system.
• Must be able to speak, read, write, and understand the English language.
• Must be able to handle multiple tasks in a fast paced environment.
• Ability to sustain composure at all times and remain calm during difficult situations.
• Must have excellent guest and associate relations skills.
• Skilled in problem solving by identifying the problem and working through it.
• Possess strong leadership, motivational, organizational, and verbal communication skills.
• Excellent office and organizational skills including office procedures, filing systems and equipment.
• Must be able to work varied shifts and flexible schedules, including nights, weekends, and holidays.
• Must be 18 years or older.