Front Office Manager

The Front Office Manager position is a high-volume hotel guest contact position that requires strong leadership skills, great communication, attention to detail, strong listening abilities, problem solving, multitasking and efficient organization. As a professional Front Office Manager it is crucial to having great focus/commitment to accomplishing our hotel goals and ability to lead by example to take care of our guests to the highest standard. This hotel position is a challenging but essential leadership position in assisting our hotel guests have the highest quality experience and representation while staying in our hotel facilities. Come help lead our front office department to be top in the industry!

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Overseeing the entire Front Office Department
• Creating and distributing the front office department schedule
• Managing the Accounts Receivables
• Oversee the hotel market inventory and ordering; assure organization, upkeep of market displays, stocking and purchasing
• Training of all of the front office department team members in standards, policies and on-going tasks/checklists
• Responding to guest surveys and assist in guest survey improvements
• Insure use of cash drawer accurately and efficiently; keep cash drawer balanced using company policy
• Assist guests promptly and accurately with questions, complaints or requests
• Assist guests with hotel reservations, registration and billing
• Assist in maximizing company revenue leading our front desk team in securing reservations, sales using hotel strategies to ensure repeat guests staying loyal to our hotel and brand
• Ensure all guest problems are attended to and resolved within reason and in a timely manner
• Assist with package or luggage storage and delivery if requested
• Analyze and organize guest reservations for current day and future arrivals
• Analyze reservations for special requests, reservation errors and make corrections as needed
• Answering hotel phones promptly and professionally; route calls properly internally and externally of the hotel; schedule wake-up calls
• Complete daily checklists, organize paperwork and efficiently print necessary documents
• Maintain confidentiality of proprietary information; protect company assets
• Check-in guests securely using all confidentiality, identification and credit policies
• Understand the operation of the property management system
• Provide guests general information concerning hotels facilities, functions, local attractions, contact info, directions to and from desired locations
• Assist with hotel events when in need to assure guest satisfaction
• Be proficient with property security, key control procedures, as well as fire, flood and weather-related safety procedures
• Complete all paperwork necessary for front desk operations including but not limited to: registration cards, folios, credit card authorization forms, cash reports, room reports, etc.
• Maintain cleanliness and order to the front office areas and lobby area
• Communicates accurate information to other departments such as such as house counts, room status, guest service requirements, workorders, etc.
• Frequent contact with hotel guests and employees. Contact with vendors and or supplies
• Receive and sign for packages delivered to hotel
• Complete any hotel related task requested by immediate manager or General manager

SCHEDULE REQUIREMENTS:

The best candidates will need to have flexible availability to work shifts that vary. This leadership position includes working day shifts, evening shifts and if needed night audit shifts that may be extended hours depending on company needs. This position also includes working weekends and holidays.

EDUCATION / TRAINING / SKILLS MINIMUM REQUIREMENTS:

• High School diploma or GED required
• Minimum of 2 years experience in the Front Office Department in a hotel preferred
• Minimum of 2 years supervisory experience preferred
• Must be able to lift, push, or pull 50 pounds
• Must be flexible with working nights, weekends, and holidays
• Excellent Communication: Ability to communicate clearly, effectively and positively both written and verbally
• Teamwork: Ability to work efficiently and unified with co-workers and other departments
• Attendance/Punctuality: Is consistently at work and on time
• Problem Solving: Efficiently identifies and resolves problems with the most reasonable solution
• Customer Service: Responds promptly to customer needs; Responds to requests for assistance
• Diversity: Shows respect and sensitivity for cultural differences; Promotes a harassment free environment
• Accurate Cash/Card Handling: Properly handles all cash or card transactions using the required point of sale system; accurately counts and balances assigned cash drawer
• Professionalism: Follows policies and procedures including but not limited to, dress code policies; courteous and respectful verbiage; respect for others including guests and co-workers
• Adaptability: Adapts frequent changes, delays, or unexpected events
• Dependability: Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with alternative plan; meets productivity standards
• Initiative: Asks for and offers help when needed
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently
• Quality Focused: Demonstrates accuracy and thoroughness; applies feedback to improve performance; Monitors own work to ensure quality
• Safety & Security Focused: Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly

ESSENTIAL PHYSICAL FUNCTIONS: Must be able to walk, stand and bend for extended periods of time. Must be physically able to grasp, grip, pull, push, twist, turn and lift boxes or equipment, which average around 25-30 pounds each and 50 pounds or more with assistance.