Front Office Manager

POSITION PURPOSE:

Manages Front Office Operations to insure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent Forbes Five Star Standards are provided.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS:

Average

Percent

of Time

25% Encourages a team spirit amongst staff members with leadership and guidance. Leads daily pre-

Shifts, conducts daily training and service shops and disciplines where appropriate.

25% Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.

20% Uses creative management skills to solve problems. Ensures compliance with Trump Hotels standards to ensure consistent high quality guest relations.

10% Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and good judgment.

10% Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Handles guest relocations as required.

• Prepares daily forecast of expected arrivals and departures.

• Participate in Lobby Greeter and Manager on Duty Program requiring weekend stay over, constant monitoring throughout the hotel and troubleshooting problems.

• Expedites all requests by guests.

• Performs duties as assigned by Director of Front Office and Director of Rooms

• Attends Leadership meetings on behalf of Director of Front Office to obtain and disseminate pertinent information.

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours

Physical Activity Frequency

Walking, standing Constant

Crouching/Bending/Stooping Frequent

Pushing/Pulling Occasionally

Stooping Constant

Twisting Constant

Lifting and carrying Frequent up to 20 pounds.

Reaching Constant

Grasping Constant

Talking Constant

Hearing Constant

Near Vision Constant

Far Vision Constant

Smell Constant

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions reporting directly to this position (titles):

Front Desk Agents

PBX Operators

Indirectly and in the absence of functional department head

Concierges

Bellpersons

Doorpersons

Guest Services Agent

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.

• Thorough organization and supervisory skills proficient in accomplishing the task.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.

• Interpersonal skills to provide overall guest satisfaction.

• Ability to work under pressure and deal with stressful situations during busy periods.

• Must have a track record of being able to control cost, productivity and other KPI’s including team’s engagement levels.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. 4 year college degree in Hospitality, Hotel Management or Business required.

EXPERIENCE

At least 2 years’ combined experience in supervisory/management position in Rooms Division.

LICENSES OR CERTIFICATES

CPR certification and/or first aid training preferred.

GROOMING

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability is strongly preferred.

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.