Job Application - Juneau Residences LLC

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Front Office Manager

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Juneau Residences, LLC

Front Office Manager


Reports To: General Manager

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  • Ensure all filing systems onsite are kept up to date and outdated items are stored or disposed of according to the retention requirements provided by HR.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. 

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.