Front Office Manager

Full-Time

Description

Responsibilities

• Manage and monitor activities of all employees in the Front Office department making sure the team adheres to standards of excellence.
• Schedule guest service team members according to labor standards and forecasted occupancy.
• Conduct employee training and development; assist in performance reviews and disciplinary action.
• Conduct applicant screening and initial interviews of guest services applicants.
• Maintain a professional and high-quality service-oriented environment at all times.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Greet guests upon arrival and ensure escort to accommodations if appropriate.
• Track employee performance with upselling guest rooms.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Coordinate daily activities with hotel management team on a daily basis.
• Hold monthly department meetings keeping staff informed of all activities in the hotel.
• Other duties as assigned.

Requirements

• Experience using branded property management system of Franchise
• 1-3 years of experience in hospitality required
• Supervisory experience preferred
• Customer service experience required
• Attention to detail
• Must be able to work front desk shifts during holidays, weekends, and overnights when needed