Known for distinctive, refined service in worldwide cultures, Rosewood is committed to developing its associates through personalized training and building enduring relationships with both its guests and its associates.
Front Office Manager
In this Department Head role, the Front Office Manager
has direct oversight of the front desk, concierge,
bell/door attendants, elevator attendants and package
room attendants. The Front Office Manager maintains a
service and management philosophy, which serves as a
guide to all associates. The duties and responsibilities
of a director of front office include: ensuring
qualified personnel are selected, hired, and trained in
all areas of responsibility; keeping all associates well
informed of department objectives and policies;
supporting and participating in all hotel programs,
policies, and procedures; working closely with
Reservations, Revenue Management and Sales to maximize
occupancy, rate, and revenue; establishing and
maintaining close working relationships with all
departments of the hotel to ensure maximum cooperation,
productivity, morale, and guest service. As a department
Head, this role is required to develop relationships
with clients, return guests, group contacts etc. to
provide maximum personalized guest service and make
suggestions for improvements in overall operations with
an emphasis on increasing guest satisfaction, revenues,
as well as reducing cost.
Maintain complete knowledge of and comply with all
departmental policies, service procedures and
Ensure that standards are maintained at a superior
level on a daily basis.
Maintain positive guest relations at all times,
ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and
organization of assigned work areas.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor,
appointments and location.
All room rates, special packages and promotions.
Daily house counts and expected
Room availability status for any given day.
Scheduled in-house group activities, locations
Establish par levels for supplies and
equipment.Complete requisitions to replenish
shortages or additional items needed for the
Ensure that current information on rates, packages
and promotions are available at the Front Desk and
that all staff is knowledgeable on such.
Review the daily business levels, anticipate
critical situations and plan effective solutions to
best expedite these situations.
Prepare and adjust weekly work schedules in
accordance with staffing guidelines and labor
Conduct pre-shift meeting with staff and review all
information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any
Inspect, plan and ensure that all materials and
equipment are in complete readiness for service;
rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases
of service and job functions. rectify any
deficiencies with respective personnel to include
Front Desk staff, Bell/Door staff, Elevator staff
and Concierge staff.
Monitor the hotel front entrance and resolve any
Monitor the check-in/check-out process; anticipate
critical situations and assist wherever necessary to
help alleviate the pressure and to process the guest
Monitor communication logs and ensure that guest
requests are followed up within the appropriate
Monitor safe deposits boxes procedures; audit
accuracy of cards with proper signatures and ensure
availability of keys.
Monitor guest mail and ensure that it is processed
according to procedures.
Assist in the development of staff with their job
functions to ensure optimum service to guests.
Adhere to hotel requirements for guest/employee
accidents or injuries and in emergency situations.
Ensure security of guestroom access.
Assist Accounting in researching all disputed
charges and contact guests where required to explain
disputes regarding Front Desk procedures.
Assist staff with expediting problem payments.
Anticipate sold-out situations and know how many
rooms are overbooked.Handle overbooked or “walked”
All other duties as required.
Experience: Minimum three years’ experience in a
Managerial role in a luxury hotel. Knowledge of policies
and procedures relevant to the role
Education: College degree.
General Skills: Must have hands on management style;
good communication skills; attention to detail, speed
and accuracy; prioritize, organize and follow-up; be a
clear thinker, remaining calm and resolving problems
using good judgment; customer service skills; follow
directions thoroughly; understand a guest’s service
needs; work cohesively with co-workers as part of a
team; work with minimal supervision; maintain
confidentiality of guest information and pertinent hotel
data; a good understanding of the industry.
Technical Skills: Computer/Software proficiency and
familiarity with databases and spreadsheets for data
Language: Required to speak, read and write English,
with fluency in other languages preferred
Physical Requirements: Must be able to exert physical
effort in transporting 20 pounds, endure various
physical movements throughout the work areas, reach up
and down, remain stationary at times throughout work
periods, and satisfactorily communicate with guests and
co-workers to their understanding.