Front Office Manager

• Supervise all department personnel demonstrating high leadership skills, model behaviors, and exemplary actions.

• Manage and motivate all Guest Experience Makers, Guides/Tours, Spa Therapists, and Reservations, with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. Understanding and anticipating each guest’s wants and needs. Helping co-workers goes beyond exceeding guests’ wants and needs.
• Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting and department budget to maximize revenue.
• Compile and prepare financial reports, including the rate and availability calendar. Understand Ihotelier, Synxis, Expedia and all other OTA’s and third-party booking engines.
• Conduct daily, weekly department meetings.
• Assist HR with department recruiting and hiring of all new personnel.
• Direct department training programs include Orientation, New Hire Training, EI Certification, Train-the-Trainer, Ongoing Training, and Performance Evaluations.
• Plan, assign, and direct various department tasks and projects assigned.

• Demonstrate knowledge of, adherence to, and enforcement of all SRR standards

• Supervise and assist staff with basic functions such as:

• Process guest check-in and check-out smoothly and correctly.
• Enforce and execute all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billing.
• Deliver all guest messages, mail, and packages in a timely manner.
• Ensure that accurate guest and room status information is maintained and effectively communicated by completing thorough reviews as assigned.
• Operate front desk equipment including but not limited to phone system, MEWS - Property Management System (PMS), Central Reservation System, copier, calculator, fax, internet systems and printers.
• Maintain consistent communication, especially with housekeeping and engineering departments.
• Complete necessary shift paperwork and ensure accuracy on shift checklist, logbook, courtesy call back log, and all other forms or checklists assigned.
• Execute Standards – making sure we always comply.
  • AM/PM Checklist
  • Guest Request Log
  • Telephone Log
  • Experience Log – BLM report

• Audit the Key Log Weekly Guest billing, disputes, and inquiries.
• Creation of checkbook and maintaining/reviewing Rooms Department Expenses
• Reservation management – ensuring arrivals have been reviewed, deposits have been taken, understand what corporate accounts are arriving.
• Resolve guest problems quickly, efficiently, and courteously. Meeting and exceeding each guest’s want and needs.
• Maximize hotel profitability.

• Use and practice suggestive selling techniques to increase revenues.
• Maintain, monitor, and update group information on the hotel’s records, as necessary.
• Be well acquainted with all area attractions, current events, directions, and competition in the local community.

• Maintain knowledge of all available Hotel, F&B, and Experiences packages, promotions, and details
• Perform essential front desk duties and responsibilities which include working desk shifts.
• Develop and execute projects including identifying the necessary tasks and deadlines, assigning them to appropriate people, and following-up as needed to ensure effective and timely completion.
• Participation as Manager on Duty as assigned.
• Attend required meetings and pre-shift meetings.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear directions in advising and instructing staff in the details of work.
• Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information.
• Effectively communicating with other department heads, teamwork is the network for success.
• Counsel, in a timely manner, individual department members who are not performing adequately.
• Provide security for guests, employees, and property by adhering to security procedures for guest room keys and master keys.
• Understanding all hotel emergency procedures

• Reporting any suspicious activity to management
• Performs all other duties assigned.

• Having a smiling and happy attitude
• Powerful desire to lead and motivate employees.
• Judgment and speed in decision making.
• Professionally manage multiple tasks and demands simultaneously.
• Mindfulness.
• Attentive and friendly listener
• Sincere desire to provide exceptional customer service.
• High ethical standards
• Availability and dependability in meeting a work schedule.
• Communication: Ability to read, write and speak English
• Mathematical: Ability to add, subtract, multiply, and divide. Calculate figures and amounts such as discounts and count cash.
• Technical: Ability to operate and control equipment such as computers, switchboard, radio, copy / fax machines etc.
• Physical: Required to stand for prolonged periods of time
• Knowledge / Experience: No experience is required. Prior hospitality experience is preferred.
• Availability: Must be able to work a varied schedule including nights, weekends, and holidays
• Valid driver’s license to drive golf cart.

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