Summary/Objective The Front Office Manager is responsible for managing and coordinating the activities of employee in guest registration, bell services, concierge services, telephone services and night audit to ensure guest satisfaction and maximizing hotel profitability.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Communicates effectively and genuinely with guests, employees and other departments.
Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress code.
Demonstrate teamwork by co-operating and assisting employees as needed.
Manages and oversees their reviews, training, and development of staff to achieve quality service standards.
Oversees packaging procedures, from receiving to delivering to the guests.
Oversees and participates in guest registration.
Motivates staff and establishes a productive environment.
Is knowledgeable of hotel property, amenities, area attractions, and transportation.
Oversees Night Audit procedures.
Maintains procedures for security of monies, guest security, and emergency procedures.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Fulfills Manager on Duty Shifts.
Perform any other duties assigned by his/her manager.
Competencies:
Communication Proficiency.
Problem Solving/Analysis.
Project Management.
Strategic Thinking.
Supervisory Responsibility:
This role manages and directs staff management in engineering, quality, front office, etc. This role is responsible for the overall direction, coordination, and evaluation of direct reports and for carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
This job requires the employee to lift at least 25 pounds infrequently.
Position Type/Expected Hours of WorkThis is a full-time position, and hours of work and days vary based on business needs. This includes weekends, holidays, evenings and/or overnight shifts.
Required Education and Experience:
A minimum of 3 years of management experience in a Front Office Environment.
A minimum of 2 years of hotel experience in a supervisory level.
Bachelor degree in hospitality management preferred or equivalent relevant management experience.
Must be able to work independently and exercise good judgment to resolve issues.
Flexible schedule. Able to work weekends and holidays.
Excellent communication skills, both written and oral.
AAP/EEO Statement:
The hotel is an equal opportunity employer and does not discriminate on the basis of race, color, age, sex, national origin, religion, physical or mental disability, veteran status, or any other basis protected by federal, state, or local law. Employment decisions are based on the principles of equal opportunity and affirmative action; and policies in the employee handbook. Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice. No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.
