Description:


Front Office Manager is responsible for overseeing all front office operations to insure profitability, control costs and quality standards ensuring total guest satisfaction. A combination of education, training or experience that provides the required knowledge, skills and abilities is required. A minimum of two years experience as an assistant front office manager and a college degree, or equivalent, is preferred.
Interstate is an EEO/AA/M/F/D/V employer.




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INTERSTATE HOTELS & RESORTS


JOB DESCRIPTION


JOB TITLE: Front Office Manager


REPORTS TO: Director of Operations


BASIC PURPOSE : Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

ORGANIZATIONAL SCOPE : Position is responsible for the short term planning and day-to-day operations of the Front Office Department. The major areas of responsibility/management include: Front Desk and PBX. Recommends, implements and monitors the Department's budget and manages expenses within approved budget constraints.


ESSENTIAL FUNCTIONS :


1. Implement company programs and manage the operations of the Front Office (Front Desk and PBX) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.


2. Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.


3. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.


4. Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.



5. Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.


6. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.


NON-ESSENTIAL FUNCTIONS : (5%)


1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.


2. Maintain good working relationships and open lines of communication with all other departments.


3. Perform the Manager on Duty functions as assigned.


Knowledge and Skills


Education: Four year college degree or equivalent education/experience


Experience: From two to three full years of full employment in a related position with IHR or other Hotel companies


Skills and Abilities:


Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.


Requires supervision/management skills.


Ability to achieve positive guest relations and maximize guest satisfaction.


Ability to communicate in English. Second language desirable.


Ability to handle cash and credit transactions.


Ability to enforce all company rules and SOPs.


No. of employees supervised: Supervise eleven to thirty employees


Travel required: Minimal. May be required to attend supplemental Management training classes.


Hours Required: Forty to fifty hours over a five day period. Day or evening shift and weekends per business demand.


Guest at the Hilton Newark Penn Station hotel enjoy professional service, modern comforts and a great base for exploring New York City. Adjoining Newark Penn Station, you are only 20 minutes from downtown Manhattan via NJ Transport. The hotel's complimentary airport shuttle service will have guests at Newark Liberty Airport in 15 minutes. Complimentary business center and guest rooms with WiFi. Guest's rooms provide the perfect place to relax after a hectic day, watch a movie on the flat screen TV, read the complimentary daily newspaper or listen to their favorite album with the Mp3 compatible alarm clock. Upgrades available to

See Description.