Front Office Manager

Position Summary

As Front Office Manager, you would be responsible for directing and administering Front Office operations to support the hotel’s continuing effort to deliver outstanding guest service and financial profitability. You will provide fast, friendly, and efficient reception and check‑in services and ensure that guests receive great service throughout their stay.

• Handles all staffing responsibilities for the Front Desk. Recruit, interview and train team members.
• Participates in the orientation of each new Front Office employee, completing the appropriate orientation paperwork.
• Coaches and counsels employees as needed at the Front Office in a positive manner to produce improved work performance.
• Administers disciplinary action for violations of employee conduct, policy and poor performance of essential tasks.
• Ensures team members have current knowledge of hotel products, services and facilities.
• Personally follows up with new employees to ensure they are receiving the proper training and provides additional training as needed.
• Prepares work schedules to efficiently handle expected business levels.
• Ensures compliance with Company Standards.
• Maintains proficiency in all Front Office Operations, setting standards through leadership by example.
• Spends a major portion of time working the Front Office.
• Completes Daily Sales and Revenue Report by adding bank deposit information after deposit is taken to bank.
• Ensures employees follow proper clock‑in procedure. Monitors hours worked to prevent overtime.
• Approves time cards for Front Office employees at the end of each pay period.
• Maintains sufficient levels of supplies for the operation of the Front Office, using proper purchase order procedures when purchasing supplies.
• Completes Income Audit checklist for each day’s work, verifying all work by Front Office Clerks and Night Auditor is accurate.
• Transmits daily VISA/Master Card sales to the credit card processing company through the electronic terminal.
• Ensures that all charges and credits transmitted balance to the day’s work and paper vouchers.
• Handles Accounts Receivable functions, ensuring that all invoices are mailed daily.
• Checks previous days’ check log to ensure that all checks received are posted at the Front Desk.
• Maintains an active collections effort on any accounts that are 30 days or more past due.
• Coordinates with the Front Office Management team on accounts that are more than 60 days past due for stronger measures.
• Handles bad checks and credit card chargebacks, processing all incidents through the Front Office machine and maintaining proper filing until resolved. Takes aggressive action to resolve problem credit cards and collect on the bad checks.
• Researches past bills for guests and sends copies of receipts to guests upon request, requiring written permission with a signature when necessary.
• Maintains an effective training program for this position. Coaches and counsels Front Office team members for improved performance as necessary.
• Assists with other Departments as necessary.

• High School diploma preferred; two years of related supervisory work experience.
• Basic mathematical skills.
• Computer skills.
• Excellent interpersonal skills;
  English speaking, reading and writing skills.
• Multi‑task oriented.
• Knowledge of workplace safety procedures.

Ability to speak, read, and write English. Ability to effectively relate to managers and co‑workers.

Ability to apply basic mathematical concepts and use a calculator.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of accounting instructions in mathematical form and deal with concrete variables.

To perform this job successfully, an individual should have knowledge of Word Processing software, Spreadsheet, and other software. Able to use a calculator, PBX Front Desk Machine, copier, and fax.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.…