Front Office Manager

Salary Range: $70,000.00 To $75,000.00 Annually

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.

• 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.

• 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.

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

• 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.

Positions reporting directly to this position (titles):

• Front Desk Agents
• Bell persons
• Door persons
• Guest Services Agent

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.

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