Front Office Manager

Summary/Objective

The Front Office Manager is responsible for ensuring the operations of the Front Desk department is running in an efficient manner, providing all guests with quality service and a clean and safe environment throughout their stay, while effectively managing expenses and maximizing service levels. Additionally, the Front Office Manager will assist, and support front of the house operations as needed.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Approach all encounters with guests and team members in a friendly, service-oriented manner.

• Maintain high standards of appearance and grooming, which include wearing a correct uniform when working.

• Have knowledge and understanding of all department policies and procedures and communicate and enforce all policies fairly and consistently with staff.

• Comply at all times with Peachtree Hospitality Management standards and regulations to encourage safe and efficient hotel operations.

• Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk.

• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner. Follow-up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all team members according to Peachtree Hotel standards.

• Develop team member morale and ensure all team members are fully trained.

• Maximize room revenue and occupancy by reviewing status daily. Ability to analyze variances, monitor credit card report and maintain close observation of daily house count.

• Actively participate in MOD program as scheduled.

• Review Guest Service staff’s time sheets and submit to accounting in a timely basis.

• Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements.

• Recruit, interview, and hire Front Office team members.

• Administer Payroll change forms and Payroll.

• Ensure no-show revenue is maximized through consistent and accurate billing.

• Perform all jobs within the Front Desk, Bell Staff, and Reservation Departments, when needed.

• Work closely with accounting on follow-up items, i.e. returned checks, rejected credit cards, team member discrepancies, etc.

• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.

• Assist in preparation of revenue and occupancy forecasts.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

• Maintain constant communication with Housekeeping, Reservations, and Credit Manager.

• Operate cell phones and radios efficiently and professionally in communicating with hotel staff. Ensure proper use of radio/phone etiquette within the department.

• Maintain lobby and front desk presence during peak hours as needed.

• Manage and organize large turn days (including guest check-ins and check-outs).

• Maintain safety deposit boxes per Peachtree Hospitality Management standards.

• Monitor out-to-order, out-of-service, and show rooms.

• Manage sell-out opportunities; review arrivals report and check on rooms’ inventory.

• Ensure accurate bucket check is completed nightly.

• Ensure correct and accurate cash handling at the Front Desk.

• Maintain and monitor “lost and found” policy and procedure.

• Maintain all required supplies for the front office.

• Be familiar with all brand specific programs and the procedures for each. Ensure that team members are knowledgeable in understanding and implementing the programs.

• Establish and maintain key control system.

• Have knowledge and understanding of all policies and procedures, including the Fair Treatment Policy and Equal Opportunity, and communicate and enforce all policies fairly and consistently with staff.

• Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings.

• Be able to effectively investigate, report and follow-up on employee and guest accidents.

• Effectively manage emergency situations, i.e. fire, bomb threat, inclement weather, robbery.

• Develop, implement, and maintain an effective guest relations program utilizing aggressive hospitality, guest comment forms, and guest response programs.

• Control department expenses to achieve budgeted profit.

• Understand and stay up to date on all Front Office policies, procedures, and responsibilities.

• Perform Night Audit shift and/or complete Night Audit responsibilities as needed.

• Perform other duties as requested by management.

• Attend and/or conduct all training/meetings required by management.

Competencies

• Must be able to convey information and ideas clearly, both oral and written in English.

• Must be able to evaluate and select among alternative courses of action quickly and accurately.

• Must be able to work well in stressful, high-pressured situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.

• Excellent customer service skills.

• Must be able to work with and understand financial information and data, and basic arithmetic function.

• Must be effective at managing and leading a staff by listening to, understanding and clarifying concerns and issues raised by team members and guests.

Physical Demands

• Long hours sometimes required.

• Medium work-exerting up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Ability to stand for long hours at a time.

Travel Required

0%

Required Education and Experience

• Four Year College Degree is preferred, and/or equivalent work experience.

• Certification preferred: Certification as required by franchise.

• Previous supervisory experience in a hotel preferred.

• Financial knowledge required.

• Must have a valid driver’s license from the applicable state.