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Front Office Manager
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About the Position:
The Front
Office Manager is responsible for ensuring exceptional guest services from the
moment someone walks through the door.
Excellent communication skills are required to hire, train, and
supervise hotel front desk staff, interact with guests from time of
reservation, check-in and throughout their stay. Additional tasks include mitigating staff and
guest complaints, compiling occupancy reports, financial information, staff
schedules and supply orders. Daily dialogue with the housekeeping manager and
maintenance manager.
Essential Duties and Responsibilities:
To perform
this job successfully, an individual must be able to perform each essential
duty satisfactorily.
- Direct operations
at the front desk and ensure customer service meets our high standards for
guest satisfaction.
- Ensure minimal
time is required for check in and checkout.
- Hire, train, and
supervise front desk employee, ensuring they provide excellent guest
services and enforce hotel policies.
- Warmly and
professionally welcomes guests.
- Interact with
customers both in person and over the phone, assist with inquires, and
mitigate any guest complaints.
- Direct guests to
appropriate hotel staff for assistance with questions and special requests
regarding food, laundry, concierge services, or housekeeping.
- Anticipate and
handle any guest requests and satisfy their needs within acceptable
guidelines.
- Schedule the front
desk staff and supervise workload during shifts.
- Generate reports
and feedback for presentation to the general manager.
- Ensure the front
desk, lobby and shared areas are kept clean and organized.
- Maintain knowledge
of hotel policies including room rates, discounts, special offerings, and
community events.
- Process laundry
throughout the day.
- Assist and prepare
time sensitive reports such as month end reports, accounts payable,
accounts receivable and weekly and monthly supply orders.
- Communicate with
staff daily to ensure expectations are kept clear and goals are being
reached. Report any staff issues to GM and coordinate timely and
professional resolve.
- Ensure all filing
systems onsite are kept up to date and outdated items are stored or
disposed of according to the retention requirements provided by HR.
- Become and remain
knowledgeable of safety procedures for the property - fire exit routes,
water shut-offs, gas leaks, etc.
- Attend daily and
monthly staff meetings.
Occasionally
leading meetings per request of GM.
- Perform other
related duties as assigned by GM.
- Work varied shifts
and hours to include evenings, weekends, and holidays.
Position Requirements:
The requirements listed
are representative of the knowledge, skill, and/or ability required. The items
listed are not the only requirements of the job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions. While performing the duties
of this job, the employee:
·
Occasionally
required to lift and/or move up to 35 pounds.
·
Regularly
required to stand for long periods of time; walk; use hands to finger, handle,
or feel; balance; bend and reach with hands and arms; and talk or hear.
·
Occasionally
required to sit, stoop, kneel, squat, crouch, or crawl.
Supervisory Skills:
This
position directly supervises up to 10+ employees. Carries out supervisory
responsibilities in accordance with the organization’s policies and applicable
laws. Responsibilities include:
·
Interviewing,
hiring, and training employees.
·
Planning, assigning, and directing work;
monitoring performance; rewarding and disciplining employees; and
·
Addressing complaints and resolving
problems.
·
Assisting with department schedules, supply
orders, and other managerial duties as assigned by the General Manager.
·
In
the absence of the General Manager the Front Office Manager will fill in.
Education:
High
School or equivalent and 1 years’ experience or related experience and/or
training; or equivalent combination of education and experience.
Technical Skills:
To perform
this job successfully, an individual should have:
·
Excellent
verbal and written communication skills.
·
The
ability to type 35 wpm and knowledge of 10 key.
·
Strong
verbal and nonverbal communication skills.
·
Well-rounded
in conflict resolution.
·
Excellent
interpersonal and customer service skills including dealing with difficult and
irate patrons.
·
Excellent
organizational skills and attention to detail.
·
Proficient
with Microsoft Office Suite or related software.
·
Ability
to adjust training methods to accommodate staff needs.
·
Ability
to operate multiple phone lines.
Answering and forwarding and transferring incoming telephone calls.
·
The
ability to maintain confidentiality when working with personal information such
as credit cards and phone numbers.
Physical
Demands:
The
physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
·
The
employee is occasionally required to lift and/or move up to 35 pounds.
·
Regularly required to stand for long periods of
time; walk; use hands to finger, handle, or feel; balance; bend and reach with
hands and arms; and talk or hear.
·
Occasionally required to sit, stoop, kneel,
squat, crouch, or crawl.
Work
Environment:
The work
environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job in a
hotel environment.
·
The
employee works during the day, along with nights, weekends, and holidays, to
meet the demands of the employer.
·
While performing the duties of this job, the
employee is required to use computer, fax and copy machines, laundry equipment
and machines on a regular basis.
·
Some exposure to chemicals.
·
Environment – i.e., may be exposed to warm
temperatures created by laundry equipment, outdoor weather conditions, risk of
electrical shock, and vibration.
·
The noise level in the work environment is
normal to mid-level.