Front Office Manager

Job Description

Job Description

Summary : Assist with supervising the front office area while maintaining data on room occupancy, and communication with Sales, Housekeeping and Catering concerning arrivals and departures.

Essential Job Functions : Include the following. Other duties may be assigned.

• Supervise all Front Desk Agents, Bell, PBX, Front Office Supervisors, Guest Relations Dept, and Valet Dept.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and / or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Create and post all Front Office associate schedules.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
• Remain calm and alert, especially during emergency situations and / or heavy hotel activity, serving as a role model for Front Office associates and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance standards and be available to work on a regular basis.
• Perform any other job-related duties as assigned by Director of Front Office.
• Diplomatically handle guest complaints in the absence of the Director of Front Office, including situations that arise when hotel is oversold, irate guests, etc.

Required Skills and Abilities :

Education and Experience :

Language Skills :

Reasoning Ability :

Other Skills and Abilities :

Physical Demands :