Front Office Manager

Tiempo Completo

The Berkeley Oceanfront Hotel is seeking a Front Office Manager to join it's guest services team. As an FOM, you are expected to ensure that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyal. This manager schedules, trains, and coaches our front desk team members in handling financial transactions accurately and in maintenance of required systems and records.

ESSENTIAL FUNCTIONS & RESPONSIBILTIES

• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
• Participate in all departmental meetings to obtain and disseminate pertinent information
• Responsible for scheduling of all Front Office personnel.
• Manage payroll and control costs using Labor Standards.
• Manage corporate airline mileage program and marketing promotions that involve the Front Office.
• Ensure that staff adheres to all credit/cash policies and procedures to reduce bad debts and rebates. Perform quality audits and take corrective action when appropriate.
• Assist staff members in handling guest issues that may arise.
• Maintain positive relations with employees and promote good inter/intra-department relations. Responsible for seeing the same of other management and line staff within the Front Office.
• Ensure that problems are addressed as soon as possible and seek input from the employee on the problem.
• Develops plans with the employee to resolve issues and follow up with feedback and encouragement.
• Responsible for Front Office personnel to participate in all property safety awareness programs.
• Responsible for department supervisors are dependable and accessible to their employees and project a positive, professional, and polite attitude always.
• Participate in completing, and presenting to employees, performance reviews in a timely manner.
• Ensure that staff adheres to all established standard operating procedures of the Hotel.
• Ensure that discipline within the Front Office is administered in a fair, firm, and consistent manner.
• Responsible for developing recognition programs within the Front Office and seeing that they are administered in a prompt, consistent and expedient manner.
• Responsible for seeing that the grooming and general appearance of all Front Office employees is always impeccable, and nametags are worn.
• Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
• Proficient administration of the hotel's electronic reservation system
• Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction
• Compliance with hotel safety programs and procedures, including emergency and security systems
• Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner
• Ensures that new team members receive training in appropriate brand standards and in hotel procedures

SKILLS & QUALIFICATIONS REQUIRED

• Bachelor’s Degree preferred, though any combination of education/practical training within the industry may also be considered
• 2+ years experience as hotel supervisor, preferably in the front office, required
• Ability to work in a fast-paced environment and manage a large diverse workforce
• Capable of motivating staff and promote self-improvement
• Must be able to communicate effectively in English, knowledge of other languages would be an asset
• Ability to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Must be detail oriented, possess strong organizational and time management skills and the ability to multitask
• Ability to work a flexible schedule including weekdays, weekends, holiday, and nights
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proficiency working with Opera, Alice, Microsoft Office Suite, CeloPay, Revnet required