SUMMARY
The Front Office Manager is responsible for:
• Coordinates the daily operations of front office/ reservations to ensure that the services exceed the expectations of the owners/guests.
• Ensures compliance with all policies, procedures and regulations.
• Monitors both the productivity and qualitative work product for the Guest Service Agents and Reservations.
• Determines and assigns work projects and priorities in response to occupancy and future reservation needs.
• Ensures that all quality standards are met.
JOB RESPONSIBILITIES
The Front Office Manager’s primary responsibilities will include:
• Hire staff to ensure that all areas of responsibility are properly covered and within budget.
• Conduct orientation training of new associates to explain company policies.
• Assign all associates their duties, and inspect work for conformance to prescribed company/franchise standards of cleanliness.
• Prepare all schedules for the department and forwards same to senior management for approval.
• Inventories stock to ensure adequate supplies.
• Investigate complaints and takes corrective action.
• Prepare any reports concerning room occupancy, payroll expenses, and department expenses.
• Record data concerning work assignments and special projects and prepare periodic reports.
• Greet and interact with the guest in a friendly and professional manner creating the “WOW” experience.
• Possess full knowledge of all matters relating to proper techniques as established by hotel/franchise requirements.
• Interact with fellow associates in a courteous and professional manner.
• Ensure that all guest requests you receive are satisfied in a timely and efficient manner.
• Provides service in a highly professional manner at all times.
• Complete associate safety training in compliance with franchise procedures, regulations and the Front Office Manager.
• Review internal management reports to include: occupancy forecasts, night audit summary, payroll edits, man-hour and payroll reports, productivity results from the prior day, operating checkbook accounts and schedules.
• Generate all department purchase orders and forwards same to senior management for approval.
• Attend weekly staff meeting
• Check periodically each day on any and all special project work.
• Participate with formation of department annual operating budgets.
• Ensure that the hotel maintains all standards as defined by any third-party affiliations (hotel franchiser) where applicable.
• Perform month end inventories in a timely and accurate manner.
• Ensure that all department employees receive comprehensive training as specified by the Operating Business Plan Assumptions.
• Enforce 100% staff compliance with uniform and grooming standards.
• Report unsafe work conditions/practices and safety/security violations in accordance with Company policy.
REQUIRED SKILLS AND ABILITY
• Demonstrated ability to work as a positive member of a leadership team, developing associates to their maximum potential and maintaining a supportive work environment.
• Ability to read and interpret common scientific and technical journals, financial reports and legal documents.
• Ability to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management, public groups, hotel employees and outside agencies/authorities.
• Ability to apply advanced mathematical concepts such as exponents, logarithms and permutations.
• Ability to apply mathematical operations in accomplishing job tasks.
• Can define problems, collect data, establish facts and draw valid conclusions form interpretation of extensive and varied technical instructions (in mathematical or diagram form).
• The employee must regularly lift and/or move up to 25 pounds.
• Specific vision abilities are required.
• Occasional maintenance of pool chemical levels.
REQUIRED EDUCATION AND EXPERIENCE
• Education – Requires High School diploma.
• Education (preferred)—Bachelor’s Degree (B.S.) from four-year college or university.
• Education—Pool chemical maintenance certification.
• Experience – Two to three years related experience as a Front Desk Clerk, or equivalent combination of education and experience.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.