Front Office Manager

The Front Office Manager is responsible for the successful operation and administration of all front office departments to include : front desk, bell / door, PBX and shuttle operations. The Front Office Manager is responsible for ensuring that all front office operations are carried out professionally, to standards and at the highest level of service.

Key Duties & Responsibilities :

• Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues.
• Work collaboratively with all members of the front office team in departmental planning, development and execution.
• Must work a flexible schedule including nights and weekends.
• Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
• Ensure that all complaints regarding service and / or accommodations are investigated and resolved.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Establish standards for personnel performance and customer service.
• Review work procedures and operational problems to determine ways to improve service, performance, or safety.
• Provide Leadership / Mentoring to Front Office staff.
• Maintain complete knowledge of all Front Office department policies / service procedures.
• Maintain complete knowledge of : all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities.
• Review and respond to daily operational demands as it relates to the hotel.
• Establish par levels for supplies and equipment.
• Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
• Administer performance evaluations for all departmental employees.
• Anticipate guests and employees needs and respond promptly.
• Promote positive guest relations at all times.

Education and Experience :