Front Office Manager

The Front Office Manager is responsible for the successful operation and administration of all front office departments to include: front desk, bell/door, PBX and shuttle operations. The Front Office Manager is responsible for ensuring that all front office operations are carried out professionally, to standards and at the highest level of service.

• Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues.
• Work collaboratively with all members of the front office team in departmental planning, development and execution.
• Must work a flexible schedule including nights and weekends.
• Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Establish standards for personnel performance and customer service.
• Review work procedures and operational problems to determine ways to improve service, performance, or safety.
• Provide Leadership / Mentoring to Front Office staff.
• Maintain complete knowledge of all Front Office department policies/service procedures.
• Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities.
• Review and respond to daily operational demands as it relates to the hotel.
• Establish par levels for supplies and equipment.
• Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
• Administer performance evaluations for all departmental employees.
• Anticipate guests and employees needs and respond promptly.
• Promote positive guest relations at all times.

• High School Graduate or General Education Degree (GED): or Work Equivalent plus 3 years of experience in hospitality management.
• Computer skills required. Familiarity with Microsoft Office is required. Experience with hotel information systems is required. Experience with Hilton systems is preferred.