Front Office Manager

ESSENTIAL FUNCTIONS

• Scheduling of guest services front desk representatives, night audit staff and breakfast attendants (as applicable)
• Fulfill shift(s) as Manager on Duty as assigned.
• Hands on approach to leading the Guest Services team.
• Maintains staffing levels of the department.
• Maintains supplies and inventory controls for the Front Office and Pantry.
• Provide management support and coverage in other areas of hotel (as needed)
• Review all schedules, ensuring all issues are identified and addressed
• Conduct guest services meetings and ensure employees are kept informed
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete credit check daily.  Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Recruit, manage, and train, Front Office Team
• Train front desk / guest services, night audit staff on all Company and Brand standard programs
• Train front desk / guest services, night audit, staff on rewards programs and requirements
• Maximize room occupancy at best rates.
• Establish consistent Standard Operating Procedures
• Ensure staff is in compliance with Company Appearance and Grooming standards.
• Assigns duties and shifts to team members and observes performances to ensure adherence to hotel policies and established operating procedures.
• Review guest experience scores; review scores with staff; make recommendations for improvement
• Ensure that the staff is in proper uniform including name tags and in good condition
• Respond to all guest inquiries, complaints and special requests.
• Create work environment where staff are motivated, productive and positive
• Track all of corporate accounts
• May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.
• Comply with hotel security, fire regulations, and all health / safety regulations and legislation
• Oversee smooth operation of breakfast service (as applicable)

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES :

PHYSICAL DEMANDS :

QUALIFICATION STANDARDS :