Front Office Manager

  Position Title: Front Office Manager Department: Front Office

Reports to: General Manager

POSITION PURPOSE

Manages Front Office Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent quality service is provided.

EXAMPLES OF DUTIES:

Essential Functions

Encourages a team spirit amongst staff members with leadership and guidance.

Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations, and front desk agents in the details of work. Observes performance and encourages improvement.

Uses creative management skills to solve problems. Ensures compliance with brand and/or service standards to ensure consistent high quality guest relations.

Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment.

Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

This position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

„« Handles guest relocations as required.

„« Prepares daily forecast of expected arrivals and departures.

Specific Job Knowledge, Skill, and Ability

„« Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

„« Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.

„« Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

„« Ability to analyze information and make effective judgments.

„« Ability to access and accurately input information using a moderately complex computer system.

Must be flexible in hours and days.  Weekends are required.