Front Office Manager

SUMMARY: Responsible for all Front of House functions and staff.  Areas of responsibility include Bell Staff, Guest Services, Concierge, Front Desk, Valet Parking and Overnight Operations.  As a department head, directs and works with managers and employees to successfully execute all front of house operations, including guest arrival and departure procedures.  Serves as one of the property's Duty Manager, ensuring the highest levels of hospitality and service are provided.  Represents property management in resolving any guest related situation.  Strives to continually improve guest engagement and employee satisfaction and maximize the financial performance of the department. 

ESSENTIAL DUTIES AND RESPONSIBILITIES including the following.  Abide by the principles, goals and policies in The Hotel Bel-Air Pledge.  Other duties may be assigned.

• Understand the functions of the Bell, Guest Services, Concierge, Front Desk, Valet Parking and Overnight departments.
• The Ability to fill in for the Assistant Front Office Manager when she/he is not available.
• Ensures adherence to all credit procedures in the Front Office; review High Balance Report and follow up on credit problems
• Ensures all guest profile information is compliant to DC standards.
• Implements and executes the customer recognition/service program, communicating and ensuring the process.
• Leads hotel-wide guest preference collection program.
• Maintain relationships with guests, especially top guests by stay and revenue.
• Maintains high visibility in public areas.
• Maintains pre-arrival contact program
• Maintains VIP program and activities.
• VIP guestrooms to ensure compliance to product standards.
• Improves service by communicating and assisting employees to understand guest needs, providing guidance, feedback, and individual coaching when needed. Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. Assists in the use of the guest profile system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.
• Inspects guestrooms and tours the hotel; initiating necessary maintenance work orders.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance of supervisor when necessary.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Meets all VIP guests and provides a welcome to the property.
• Provides immediate assistance to guests as requested.
• Provides services that are above and beyond for customer satisfaction and retention.
• Uphold product standards by doing daily rounds.
• Acts as a role model to demonstrate appropriate behaviors.
• Ensures the security and confidentiality of guest and hotel information.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains excellent communication with all other departments especially Housekeeping, Reservations, Sales and Catering departments in regards to their needs.
• Manages day-to-day operations, ensuring quality, standards and meeting the customer requirement on a daily basis.
• Operates all department equipment as necessary and reports malfunctions.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.
• Performs Front Desk duties in high demand times.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Runs and reviews critical information contained in room operations reports.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Celebrates successes and publicly recognizes the contribution of team members.
• Coaches, counsels and encourages employees.
• Communicates guest satisfaction results and measures with employees.
• Communicates performance expectations employees in accordance with job descriptions for each position.
• Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

QUALIFICATIONS REQUIREMENTS: 

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/pr ability required.

EDUCATIONAL AND REQUIRED SKILLS: LANGUAGE SKILLS:

Bachelor's degree (B.A.) from four- year college or university; or four years or more related experience and/or training, or equivalent combination of education and experience.
 

LANGUAGE SKILLS: 

Ability to satisfactorily communicate in English.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS: 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY: 

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: 

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

While performing the duties of this job, the employee is regularly required to stand and talk or hear.  The employee is occasionally required to walk; sit; and use hands to finger, handle, or feel objects, tools, or controls.

The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, and color vision.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works in outside weather conditions.

The noise level in the work environment is usually moderate.

OTHER:

Due to nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel.

Cross exposure in various departments for overall understanding of the operations and provide ultimate guest experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.