Front Office Manager

Summary:    

The main purpose of the Front Office Manager is to ensure the correct and appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner by appropriate management of the front office and night audit teams.  

Hotel Values:  

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance. 

The hotel values a LOU attitude, where an employee is encouraged to Lead, take Ownership, and deal with situations of all kinds with a sense of Urgency.  While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers and managers.  The hotel believes in a culture where team members help each other, and work together in an environment where the most important task is providing exceptional service to guests, at all times. 

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job. 

Essential Functions:   

• Maintain high standards of guest services and a consistent guest experience per brand requirements
• Ensure management of the rate structure, via Reservations and Front Office salesmanship
• Meet or exceed average rate goals of the hotel as well as total rooms revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• Develop programs to encourage team to provide exceptional service, control costs, improve guest service, and/or improve morale.
• Complete brand checklists weekly, monthly, quarterly.
• Maintain open and clear communication with all internal departments.
• Ensure proper and appropriate staffing and staff training in all areas at all times. 
• Schedule to peaks and valleys in occupancy without supervision. Control labor costs to within budget.  Process payroll, edit punches.
• Able to direct all fire, life, and safety procedures and train staff appropriately.
• Create a culture of profitability, guest satisfaction and employee satisfaction.
• Develop, implement and monitor guest service programs and VIP programs.
• Assist team in handling and solving all complaints and incidents and communicate results with corporate.
• Resolve employee complaints and grievances. Develop plans for achieving high opinion survey scores.
• Manage, reward, coach, counsel, discipline and terminate employees as needed with no supervision.
• Control departmental budget through use of check book. Develop and implement annual budget.
• Provide regular and annual performance feedback on all team members.  Recommend and implement increases for same. 
• Have complete knowledge of hotel services, outlet hours of operation, and knowledge of area.

Education and Experience:

Three years of front desk experience.

Two years of management experience preferred. 

College degree or coursework in hospitality related field preferred.

# Supervised:  

15-20

Travel:  

Minimal local travel

Language Skills: 

Ability to read and comprehend instructions, correspondence and memos

Ability to write professional correspondence

Ability to effectively present to customers, clients and others

Tools and Equipment:

Confidence in PMS systems.

Word and Excel Proficiency

Working Environment:

The work environment characteristics described here are representative of those a staff member encounters while performing the essential functions of this job and the noise level in the work environment and will be required to spend a majority of their time on their feet.

Physical Demands:

Must be able to lift or move 25 pounds. 

Specific vision abilities required by this job to see, read write, and use a computer. 

Compensation:

$73-75k