Front Office Manager

JOB OVERVIEW
Manage all aspects of the front office (for example, guest registration, bell services, business center, telephone services, concierge services and guest reservations) to deliver a guest experience that is unique and brings the brand to life.

• Be you by being natural, professional and personable in the way you are with people
• Get ready by taking notice and using your knowledge so that you are prepared for                anything

• Show you care by being thoughtful in the way you welcome and connect with guests
• Take action by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

Financial Returns:
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

People:
• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards.

Guest Experience:

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible Business:
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel.
Perform other duties as assigned. May also serve as manager on duty.