Front Office Manager

Principle Responsibilities & Position Purpose:

To provide efficient and courteous service to each customer and maximize room revenues by directing and coordinating the day to day operation of the Front Office, to include and not limited to: personnel, budget performance, and financial controls in accordance with the company and brand standards. Understands and implements the mission statement, values, and culture at all time

Pre-Requisites (Requirements):

• 1+ years of experience in supervising (at least) three associates at a branded, quality hotel preferred 
• High School diploma or equivalent of same. Associate’s or Bachelor’s Degree preferred
• At least two years experience in the hotel industry is preferred
• Experience in accounting, is preferred
• Must display professionalism and have characteristics of honesty and trustworthiness 
• Must have excellent attendance and punctuality 
• Knowledge in Housekeeping and a Food & Beverage operation is preferred

Work Environment & Context:

• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating. 
• Must be able to stand for eight hours, bend, stretch, and reach
• Long hours sometimes required. Work schedule varies and may include occasionally working on holidays, weekends, and evenings
• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds
• Where applicable, follow approved laundry procedures; ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.
   

Required Knowledge, Skills, and Abilities:

Knowledgeable in:

• Supervisory Skills: interview, hire, train, appraise, document, motivate
• Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts.
• Safety and security measures
• Phone etiquette and answering procedures, be able to answer inquires of shopping, dining, entertainment and travel directions.
• Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new procedures and events.
• Manager on Duty functions 

Skills:

• Train and develop associates through meetings, logs, etc
• Monitor and document associates for both positive and negative feedback
• Maintain organization of supplies and order as necessary
• Computer literate to thoroughly operate property management system

Abilities:

• Multi task, detail oriented, remain service centric
• Effectively communicate with guests, department heads, associates, and corporate office support staff. 
• Market and promote the property to increase exposure and sales.
• Assist with guest issues with professionalism maintaining hospitable attitude. 
   

Essential Functions:

1. Maintain a professional cohesive team by: hiring, training, coaching, counseling and developing the most qualified individuals.
2. Promote positive morale and aggressively friendly attitudes.
3. Complete administrative duties in a timely manner: schedules, payroll, inventories, orders, production controls, etc.
4. Work within budgeted guidelines for maximum revenues and within labor models.
5. Maintain safety and security practices have thorough knowledge of emergency procedures.
6. Ensure guests are provided with the highest quality product and service.  
7. Responds to positive and negative comments expressed in comment cards and develops strategies to improve comment card results
8. Must be thoroughly familiar with the Associate Handbook, implement all the rules, policies and procedures   established by the company; including, but not limited to, those contained in the Associate Handbook.
9. Maintain certification from a brand approved responsible vendor training program, if applicable.
10. Utilize Service Recovery Log and other necessary communication logs from shift to shift.
11. Other duties as assigned, that the associate is capable of performing.

Positions for Possible Future Advancement:

Before the next promotion, this person should develop and train her/his replacement. The ability to teach skills and competencies will enhance leadership skills in preparation for further promotion, potentially as an AGM or General Manager.