Front Office Manager

POSITION SUMMARY: In addition to the Room Receptionist Description, directs the overall management of the Front Desk to achieve the company’s quality service and profit objectives. Ensures a congenial atmosphere in which Front Desk employees can perform to the best of their ability.

• Helps establish short-term and long-range plans to achieve overall profit and growth objectives.
• Remains current on business trends and local activities.
• Maintains compliance with company policies, practices, procedures and safety standards.
• Monitors – on a daily basis – front desk staffing, operations, and appearance of all aspects of Front Desk.
• Conducts bi-monthly Front Desk department meetings.
• Confers, cooperates, communicates with General Manager to resolve operating problems and ensures coordination of Front Desk activities.
• Assists in the selection, training, evaluating, and motivation of front desk employees.
• Provides guidance and direction to Front Desk employees.
• Reviews Front Desk personnel recommendations and submits to General Manager for approval.
• Implements training programs for Front Desk personnel and assures that on-going training is provided.
• Initiates Front Desk personnel actions, including employee counseling sessions, reprimands, performance appraisals, and terminations, submitting them to the General Manager for approval.
• Assists in reviewing all customer complaints and assists in their resolution.
• Obtains quotes and bids for purchase purposes and recommends capital expenditures for Front Desk.
• Reviews and analyzes inventory reports to evaluate control methods and direct initiation of correct measures at the Front Desk.
• Reports to the General Manager significant results, problems, and personnel action regarding Front Desk employees.
• Establishes relationships with community leaders along with members of civic organizations.
• Ensures implementation of Front Desk marketing programs such as but not limited to Priority Club Rewards Destinations.
• Checks and records pertinent comments in the Front Desk Log.
• Executes other associated responsibilities as directed by the General Manager and Director of Operations.
• Is familiar with the competition, their rates, amenities, promotional programs, etc…
• Reviews Night Audit packet, noting discrepancies and troubleshooting discrepancies for a solution.
• Reviews all open AR accounts and balances, sends reminders as needed.
• Prepares invoices for approval by General Manager.
• Grooms his/herself to set an example for employees and to meet the business image of the property.
• Overall responsible for the safekeeping of Front Desk revenues, whether they be cash or credit card transactions performed by Front Desk employees.