Front Office Manager

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Position:

Front Office Manager

Department:

Rooms

Reports To:

Director of Rooms

Status:

Exempt

Job Summary:

Responsible for all duties of the front office operations to include providing excellent personal and courteous guest relations and staff training and supervision of same. The FOM usually works a regular front desk shift but must be available to work any shift as needed. The FOM should possess knowledge of and comply with all departmental policies, procedures and standards.

Duties and Responsibilities Possess knowledge of all hotel features, services, and hours of operation, room numbers, and types of room layout, décor room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.

• Ensure current rates, packages/promotion information is communicated and available at the Front Desk.
• Acknowledge all guests, anticipate needs and always respond promptly to maintain positive guest relations at all times.
• Manage and assist, when necessary guest check-in/out and process all guests as efficiently and expediently as possible.
• Monitor communications logs to ensure guest requests are followed up as soon as possible and resolve guest complaints to ensure guest satisfaction.
• Review daily business levels to anticipate unexpected situations and plan effective resolutions.
• Prepare weekly staffing schedules in accordance with staffing guidelines and occupancy forecast; make adjustments as required.
• Assign work duties and responsibilities to staff, coordinate staff break schedules and ensure completion and accuracy of staff timecards.
• Assists guests with reports of lost/stolen articles in accordance with hotel policy.
• Ensure security of guest room access.
• Assist with guest and staff accidents/injuries in accordance with hotel policy.
• Monitor and ensure all cashier procedures are in accordance with Accounting policies and standards to include: shortage/overages, late charges, petty cash/ paid outs, adjustments, posting charges, etc.
• Supervise, review, and perform informal and formal staff assessments to include guest interactions and delivery of prompt and courteous service.
• Implement and follow-through on all corrective actions.
• Provide necessary training and coaching for staff.

Knowledge, Skills, and Attributes

• Must be able to sustain composure, remain calm and possess a positive attitude.
• Must be energetic and outgoing.
• Must be service oriented with excellent customer service skills.
• Must be a team player with the ability to lead and motivate staff.
• Must be able to multi-task in a fast-paced work environment.
• Must possess excellent interpersonal and organizational skills.
• Must have basic knowledge of arithmetic.
• Must have the ability to input data and access information on the computer.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
• Must be able to read, write and understand the English language.
• Must be able to exercise confidentiality and discretion.

Qualifications

Education: High school diploma or GED required; College Degree preferred Experience: Minimum 2 years of hospitality in a similar position; luxury hotel preferred.