Job Title: Front Office Manager
Reports to: Assistant General Manager
Position Summary
Works along with the management team to manage the functional areas of guest registration, guest service, and night audit to ensure guest satisfaction, associate satisfaction, and maximum hotel profitability. Additionally assumes the role of evening hotel manager on duty ensuring delivery of exceptional hospitality and service from all operating departments.
Essential Functions
- Serves as a member of the Leadership Team, Manager on Duty (when required), and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency.
- Conducts oneself as a positive role model and example to staff.
- Maintains a “can do” and “guest first” attitude at all times.
- Arrives at work in a timely fashion and in accordance with the posted schedule.
- Abides by established uniform guidelines.
- Practices efficient and effective procedures.
- Reads and understands English to comply with function directions.
- Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations.
- Provides training; including safety training sand standard operation procedures to all front desk personnel as directed by management.
- Collaborates with Assistant General Manager and Front Desk Supervisors in the selection of front desk personnel.
- Must have flexible work schedule with the ability to work days, evenings, weekends, and overnight shifts, with a primary assignment of 2 to 11pm.
- Supervises the work activity of the hotel staff under the direction of the General Manager.
- Oversees all operating departments to ensure each associate is performing the tasks assigned to them. Fill in as necessary to complete the tasks that remain.
- Assists management staff of hotel in assuring hotel staff is practicing efficient and effective procedures.
- Assists with performance evaluations and reports to the Assistant GM to better understand areas of weakness in the department and plots strategies to overcome those challenges.
- Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed.
- Addresses guest complaints regarding service or equipment.
- Resolves complaints to the satisfaction of the guest.
- Assures requests are made in a timely manner.
- Knowledgeable on PMS as it pertains to functions of the front office.
- Reviews systems daily; finds and corrects any mistakes or discrepancies.
- Maintains personal contact with customers (both internal and external) including daily interactions with guests.
- Assists Front Desk Supervisors in maintaining appropriate inventory levels for the market and packages.
- Coordinates with housekeeping supervisor daily to ensure guests special requests are met.
- Works with front desk staff to meet or exceed benchmarked scores as it pertains to the front office.
- Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established.
- Takes control of lost and found as appropriate.
- Assists with rooming lists.
- Completes appropriate Manager on Duty paperwork (incident reports, MOD checklist, MOD wrap up email) in a timely manner and forwards to management staff.
- Takes the responsibilities of a front desk agent and/or night auditor when necessary.
- All other duties assigned.
Competency
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics
- Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance
- Interpersonal – Maintains confidentiality
- Oral Communication – Responds well to questions
- Team Work – Contributes to building a positive team spirit
- Written Communication – Writes clearly and informatively; Able to read and interpret written information
- Managing People – Makes self available to staff; Continually works to improve supervisory skills
- Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
- Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media
- Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events
- Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
- Dependability – Commits to long hours of work when necessary to reach goals; Follows instructions, responds to ownership direction; Completed tasks on time or notifies appropriate person with an alternate plan
- Initiative – Asks for and offers help when needed
- Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently
- Professionalism – Treats others with respect and consideration regardless of their status or position
- Quality – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality
- Quantity – Strives to increase productivity
- Safety and Security – Observes safety and security procedures; Rectifies potentially unsafe conditions; Uses equipment and materials properly
Relationships
Internal: Front Office Department: communicate responsibilities/tasks
Guest Services: to provide customer service
Maintenance: notify of maintenance needs
External: Guests: ensure satisfaction
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Bachelor’s Degree in Hotel Management, Business Management, or Equivalent and four years guest service/hotel experience with two years in a supervisory capacity
Language Ability: Ability to reach and comprehend simple instructions, short correspondences and memos; Ability to write simple correspondences
Math Ability: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s; Ability to calculate figures and amounts such as discounts, interest, and percentages
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations
Computer Skills: A general knowledge of work processing and spreadsheet functions; General ability with the hotel PMS system
Certificates and Licenses: No certifications needed
Work Environment
The work environment characteristic describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee spends a significant portion of the work day moving about, speaking and listening, usually while standing. Close supervision and interaction with staff and guess is essential in this position to ensure guest satisfaction. A significant portion of the time is spent using the hotel’s computer system for reservations, scheduling, or other guest related services. Reading and writing abilities are used often in reviewing and compiling departmental records, guest registration, and reservation information.
The noise level in the work environment is moderate.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, the employee is regularly required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk short distances. A small portion of the time is spent sitting down and some of the time is spent completing departmental paperwork while remaining stationary at a work station. The employee must have the ability to actively listen and hear and communicate.
The employee can be responsible to lift and/or move up to 50 pounds.
The statements in this position description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.