Front Office Manager

Position:                  Front Office Manager

Reports To:             General Manager

Purpose of the Position:

To oversee the responsibilities and direct the work of the Guest Service Agents, PBX Operators and Concierge Attendants to ensure professional and competent service to the guests.  Provides supervisory guidance, training, discipline, and control of all associates.

Essential Responsibilities:

1.      Participates in interviews and hires Front Office department associates as well as Front Office outlet supervisors.

2.      Participates in training all Front Office outlet supervisors to include Front Desk Supervisor, Guest Service Aide Supervisors/Bell Captains, Concierge Supervisors and Lead PBX Operators.

3.      Ensures that all Front Office outlet supervisors are providing adequate training to their staff.

4.      Ensures proper staffing levels by overseeing the schedules prepared by the Front Office outlet supervisors.

5.      Reviews and approves all Front Office reviews, job transfers, disciplinary procedures, counseling sessions and terminations.

6.      Has complete understanding of all Front Office staff's job descriptions and duties and is able to perform duties at any given time.

7.      Prepares purchase requisitions for supplies needed.

8.      Has full understanding of hotel reservations system and assists with reservations.

9.      Has thorough knowledge of PMS system.

10.    Has complete working knowledge of MICROS or other POS system including all daily transactions and those which are not performed often.

11.    Checks AM and PM discrepancy reports.

12.    Communicates with Housekeeping Department regarding guest rooms and requests.

13.    Communicates with the Engineering Department regarding any maintenance requests from guests.

14.    Promptly and professionally checks guests in and out of the hotel.

15.    Knows how and where to post all charges.

16.    Receives money from guests for payment of hotel charges and makes correct change.

17.    Handles checks and credit cards received from the guests for payment of hotel charges.

18.    Knows all of the room rates.

19.    Issues safety deposit boxes to guests when requested.

20.    Gives directions to hotel facilities, rooms and local area attractions.

21.   Understands night audit procedures.

22.    Knows all emergency procedures (fire, severe weather, bomb threats, guest illness, etc.)

23.   Meets budget by performing within the guidelines.

24.   Participates in the following:

a.     monthly department meetings

b.     weekly staff meetings

c.     weekly Rooms Division meeting

25.   Utilizes protective equipment.

26.   Follows safety and security procedures and rules.

27.   Adheres to all policies and procedures.

28.   Attends company orientation.

29.   Provides for a safe work environment by following all safety and security procedures and rules.

30.   Prepares timely performance reviews of all subordinates.

31.   Additional duties which you may be asked to perform.

Non-Essential Responsibilities:

1.      Supervises the Night Audit staff in the absence of the Night Audit Manager.

2.      Supervises the Reservations Department in the absence of the Director of Reservation Sales.

To Do This Kind of Work You Must Be Able To:

1.      Portray leadership and provides guidance to the Front Office staff.

2.      Properly handle guest complaints and/or concerns.

3.      Efficiently operates a keyboard by moving fingers, hands and arms.

4.      Understands and operates the computer.

5.      Stand for varying lengths of time, sometimes for long periods.

6.      Talk with different kinds of people to give information, answer questions and provide the service required.

7.      Use arithmetic to check totals and make change.

8.      Read maps and give clear directions.

9.      Operate the safelock equipment.

10.    Push and pull bell cart weighing up to fifty (50) pounds.

11.    Possess a valid driver’s license and drive a shuttle van.

12.   Memorize the hours of operation for the hotel facilities.

Physical Demands:

Lift and carry up to fifty (50) pounds maximum, with frequent standing, stretching, talking, hearing, and smiling.