Front Office Manager

Description

Job Summary

The Front Office Manager (FOM) is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person. The FOM is responsible for coordinating, verifying, and balancing all revenues daily and administering all property level accounts receivable and accounts payable functions.

Essential Duties and Responsibilities

Front Office Manager

- Provide professional and courteous guest service at all times

- Greet arriving guests

- Answer telephone calls courteously and efficiently

- Professionally and diplomatically handle guest complaints

- Respond to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment and travel directions 

- Facilitate direct bills

- Generate, confirm, cancel and change guest reservations

- Keep records of room availability and guest’s accounts

- Assist arriving and departing guests with luggage

- Compute bills, receive payments and make change for guests

- Make restaurant, transportation or entertainment reservations for guests

- Promote any current hotel and franchise marketing programs 

- Oversee Guest Services Agents to ensure brand and hotel standards and training are maintained

- Ability to work well with a diverse group of people

Billing/Accounting:

- Verifies revenues and tray figures on Daily Sales Report (Reconciling with Fosse, M3,  and all systems)

- Completes spreadsheets required by Corporate Office for logging/reconciliations and record keeping

- Invoices and mails all direct bill and outstanding accounts- posting all received payments

- Collects/Verifies cash deposits in safe from GCC bars/prepares bank deposits to include all cash/checks

- Assists in preparing/providing month end reporting data for financials

Additional Duties

- Act as Manager on duty when scheduled 

- Maintain wake-up call service

- Maintain office supply inventory

- Post ancillary charges to guest folios (i.e. food, room, telephone) 

- Maintain clean and neat work and storage spaces

- Assist with appropriate storage of guest property

- Attend monthly department meeting 

- Complete projects as determined by General Manager 

- Assist other coworkers/departments when necessary 

- Assist with inventory and ordering 

- Participate in ongoing education and training

- Other duties as assigned

Requirements

Essential Behavior Requirements 

- Customer Service: Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest’s wants and needs. Identifies opportunities to improve and deliver additional value to guest’s experience by presenting creative solutions and innovative ideas. 

- Communication: Actively listens to guests, coworkers and public (viewing the situation from the guest’s perspective) and works together to solve the problem through effective communication.

- Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.

- Quality: Work “product or service” is free of errors and exceeds guests’ expectations. 

 Minimum Qualifications

- Education or Experience- Education or Experience- High school diploma or GED equivalent; one to two years of related experience or training; or equivalent combination of education and experience.

- Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules and memos. Speak clearly, distinctly and with confidence using appropriate pauses, emphasis and punctuation. 

- Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply and divide all units of measure.

- Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements

- Ability to pass pre-employment drug test and background check

- Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing 

- Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs. 

- Inside environmental conditions protected from weather conditions. Potential exposure to paint, solvents, cleaning chemicals and/or fumes