Hotel Front Office Manager

Benefits:

• 401(k) matching
• Employee discounts
• Paid time off

The Front Desk Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Desk Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.

• Controls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
• Ensures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc
• Constantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered to
• Conducts pre-shift meeting and inspect employees’ grooming and attire
• Monitors the check in/check out process
• Responsible for coaching and counseling personnel within the Front Office
• Completes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick time
• Ensures exceptional guest service is achieved for the check-in and check-out
• Maintains a system of communication between the Front Office and other departments
• Works closely with the General Manager to review revenue and guest service goals
• Works with the Sales Department to ensure that all group room requirements are met and properly billed
• Coordinates with sales department to satisfy all group expectations and needs
• Follows-up on all VIP blocks and inspect rooms prior to arrival
• Controls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etc
• Inspects departure report daily, updating records as necessary
• Reviews Housekeeping Reports and rectify all discrepancies before end of shift
• Reviews Room Revenue Report to ensure rates are correctly entered before close of day
• Coordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairs
• Monitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billings
• Receives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GM
• Reviews daily business levels, anticipates critical situations and executes solutions
• Builds rates and packages within the property management system, manages said rates accordingly
• Ensures all corporate rates are entered within the property management system within 24 hours of contract being signed
• Monitors all billing activity by day
• Manages inventory of units and complete close outs on extranets as required
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
• Adheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
• Monitors out of order room report on a daily basis and liaise with other department heads to coordinate rooms being placed back into service as quickly and efficiently as possible
• Learns, understands, refers to, and enforces the Standard Operating Procedures
• Fulfills Manager on Duty shifts
• Any and all duties assigned by management

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have high school diploma or equivalent
• Must have minimum of three years’ experience in Hotel Front Desk operations, leadership preferred
• Must have previous experience with…