Front Office Manager

The Front Office Manager directs and controls operation of the front office and coordinates activities to obtain optimal room occupancy, revenue and guest satisfaction. The Front Office Manager oversees all activities in the front office to ensure high guest service standards are met, as well as accuracy in all phases of the operation.

Core Responsibilities:

• Ensure proper staffing levels of front office associates & security
• Responsible for interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest
  service aides/bell staff, concierge staff, PBX operators & Security.
• Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Have complete understanding of Front Office staff's job descriptions and duties and be able to perform at any given time.
• Accurately manage and operate all technology/CRM systems at the front office.
• Partnership & communication with housekeeping and Engineering departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the General Manage & Sales & Marketing team by handling special requests, group blocking and any other circumstances.
• Guide occupancy for maximum yield management of hotel.
• Communicate with guests, promptly, professionally and with care at all times.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges.
• Perform other duties as assigned.

Knowledge, Skills, and Competencies:

• High work ethic, self-initiative, independent judgment
• Proven excellent guest service and problem solving skills
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property (inclusive of nights, weekends & holidays).
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions.
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times.
• Ability to maintain professionalism with associates & guest in stressful situations.
• Oracle Opera Cloud & ADP experience preferred, but not mandatory.

Physical Requirements:

• Sit, stand and walk for varying lengths of time, often long periods of time
• Bend, stoop, squat and stretch to fulfill cleaning requirements
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to fifty (50) pounds
• Possess valid driver's license and safely drive guest vehicles. Have proof of safe driving record as indicated by a copy of Motor Vehicle record.
• Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Know and be able to administer first aid
• Direct evacuations in an emergency

This job description is not an exhaustive list of all job functions that are required of an employee
in this position. Therefore, other duties may be asked of an employee in this position from time
to time.

Salary: 85k