Front Office Manager

Description Position Summary
This position is responsible for managing the operation of the hotel’s front desk and the administration of the front office in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security while managing costs within budgetary guidelines; responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for PBX, reservations and guest check-in/out.

Work Objectives
 • Assist the General Manager with using business forecasts to set FDSR work schedules in accordance with budgeted labor costs. Adjust schedules as needed to meet business demands.
• Manage departmental expenses within budged guidelines. Explain causes for any budget variance, and take corrective action to avoid future variance occurrences.
• Train front desk staff in technical duties (including front office operation and central reservation systems) and proper guest service skills.
• Assist the General Manager with training FDSRs on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structure and yield management policies.
• Assist the General Manager with competitive analysis and rate surveys.
• Perform assigned administrative and financial duties such as daily reports, credit card reversals, bank deposits, city ledger, accounts receivables, travel agent research, lost and found, rooming lists and office supply inventory while protecting the safety of employees and guests.
• Supervise and perform FDSR and Night Auditor duties.

Guest Satisfaction
• Respond, as needed, to any upset guests or difficult situations. Ensure all guest service issues are resolved prior to guests leaving the property.
• Manage the 100% satisfaction guarantee and Returns Club programs. Eliminate service issues resulting in repeated invocations of the 100% guarantee.
• Ensure that the front desk staff receives satisfactory guest satisfaction, product quality, and/or mystery shopper scores. Take corrective action to improve any deficiencies. T

Teamwork
• Be available to work a flexible schedule.
• Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.
• Serve as Manager-on-Duty in the absence of the General Manager and/or the Assistant General Manager.

Employee Satisfaction
• Recruit, hire, train, and retain employees to deliver exceptional guest service and a quality product that will lead to achieving EBITDA goals. Maintain an acceptable level of turnover.
• Train and empower FDSRs to successfully handle guest needs, special requests, and complaints.
• Assist the General Manager in properly administering Human Resources polices and procedures, including payroll administration, personnel transactions, and fair and consistent employee treatment. Conduct wage surveys as needed to ensure the hotel is offering competitive wages.
• Advise and consult with General Manager regarding poor employee behavior and violation of performance standards; provide counseling and/or discipline as needed.

Safety and Security
• Perform work duties in accordance with Company safety and security policies and procedures, as well as in accordance with posted OSHA, HazCom, and Blood Borne Pathogen regulations.
• Report and store lost-and-found items in accordance with hotel procedures.

Requirements EDUCATION/EXPERIENCE:
MINIMUM EDUCATION:
• High school diploma or equivalent.

MINIMUM EXPERIENCE:
• Previous hotel and supervisory experience is required.

MINIMUM SKILL REQUIREMENTS:
• Must be proficient in the use of common Windows-based programs, including Microsoft Word, Excel, and Outlook.
• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must display very good organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
 • Must have sound judgment and discretional skills and be able to work with little supervision.
• Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
• Must be able to work with sensitive and confidential material.
• Must be able to speak, read, write, and understand English.
• Must have a clean driving record and a valid, current, and non-probationary driver’s license.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
• Must be able to stand for extended periods, often for a minimum of 2 hours at a time.
• Must be able to maneuver through all areas of the front office.
• Must be able to lift up to 20 pounds and carry up to 10 pounds.
• Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate office equipment, including a 10-key adding machine, PC computers, fax machine, and photocopier.
• Must be able to adjust to changing priorities, and complete assignments despite interruptions. G:\HumanResources\