Manager - Front of House / Front Office

JOB SUMMARY

Responsible for the management of all aspects of the Front Office including Concierge, Front Desk, Guest Relations, Guest Services (Bell), and Service Experience (Operator), in accordance with hotel standards. Directs, implements and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

CANDIDATE PROFILE

Education and Experience

1. High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
2. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in Rooms Department, or related professional area.

CORE WORK ACTIVITIES

Maintaining Front Office Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Handles complaints, settles disputes, and resolves grievances and conflicts.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations.
• Understands the impact of department’s operations on the overall property financial goals and objectives.
• Maintains knowledge of room availability and rates and suggestively sells.
• Reviews previous night's no-shows and ensures appropriate billing.
• Reviews the arrival report for accuracy and completeness.
• Maintains complete knowledge of property features and services.

Managing Front Office Team

• Supervises all areas of the Front Office.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures staff is knowledgeable about rates, packages and promotions available.
• Ensures all cashiering procedures comply with accounting policies and standards.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations.
• Emphasizes guest satisfaction during all departmental meetings.
• Monitors the check-in/check-out process, ensuring agreement to hotel standards.
• Anticipates sold-out situations and locates alternative accommodations for guests.
• Works closely with Housekeeping management to ensure accurate status of each room.

Managing Projects and Policies

• Implements the customer recognition/service program.
• Supervises same day selling procedures to maximize room revenue.
• Supervises daily shift operations and ensures compliance with policies.
• Ensures property policies are administered fairly and consistently.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching.
• Solicits employee feedback and reviews employee satisfaction results.
• Brings issues concerning employee satisfaction to the attention of the department manager.
• Assists in the interviewing and hiring of employee team members.
• Supports a departmental orientation program for employees.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluating results to choose the best solution.
• Informs and/or updates the executives, peers and subordinates.
• Participates in departmental meetings and communicates Front Office goals.