JOB OVERVIEW:Manage all aspects of the front office areas which may include but is not limited to front desk and guest registration, bell/door services, valet, business center, concierge, club level, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. DUTIES AND RESPONSIBILITIES:Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc.Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policyEstablish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.Interact with outside contacts:Guests to ensure their total satisfactionRegulatory agencies regarding safety and emergency mattersOther contacts as needed (professional organizations, community groups) Perform other duties as assigned.May serve manager on duty as required.ACCOUNTABILITY:This job is the top Front Office job at a full-service hotel reporting to the Director of Operations at a large luxury or resort hotel. Typically supervises front desk agents, and bell/door services, valet, concierge services and club concierge services, etc. May oversee subordinate supervisors. Qualifications and Requirements:EDUCATION:Bachelors degree in Hotel Management/Business Administration.EXPERIENCE:Five (5) years Front Office/Guest Service experience that must include three (3) years management experience, or an equivalent combination of education and experience. Working experience in a Unionized environment is preferred. Must speak fluent English. Other languages preferred.Other:Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training .Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.Problem solving, reasoning, motivating, organizational and training abilities are used often. Ability to travel to attend workshops, specialized training and/or certifications, etc.May be required to work nights, weekends, and/or holidays.
Job Title
Front Office Manager