Hotel Front Office Manager

Responsibilities

• Supervise and coordinate the activities of front office staff
• Ensure that all guest inquiries and requests are handled promptly and professionally
• Develop and implement training programs for new staff to ensure high standards of service
• Conduct regular inspections of the front office area to maintain cleanliness and organization
• Direct and administer all Front Office operations
• Ensure safety training and standards are maintained and procedures followed
• Ensure team members have current knowledge of: Hotel products, Services, Facilities, Events, Pricing and policies, Local area and events
• Monitor staff regularly to ensure highest quality of guest service is provided
• Create Front Office Schedules according to hotel occupancy and make adjustments as needed
• Investigate, document and respond to guest complaints in a timely manner
• Review comment cards, guest satisfaction results and other data to identify areas of improvement
• Respond to emergencies on the hotel premises following established procedures
• Promote the hotel, facilities and services
• Maintain and control current and future room inventory, upgrades and special requests
• Run quarterly Front Office Meetings
• Complete daily reports such as: Night Audit Report, Daily Transaction Reconciliation Report, Daily Unbalanced Folios, Daily Exceeded Credit Limit, Daily Siena Restaurant Room Charge Log, Daily Guest Complaint Log – When needed, Expedia Reconciliation Report (Due end of day on the fourth of every mo.), Monthly Perform other related duties as assigned or required
• Implement marketing directed by Director of Sales and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working

Qualifications

• Position requires evening and weekend shifts
• At least 1 year of hospitality industry experience and 1 year of managerial experience
• Preferred qualifications include: Bachelor's degree in hospitality management or a related field, Experience with hotel management software and property management systems, Certification in hospitality management or customer service