Front Office Manager

Overview

• Reporting to the General Manager, responsibilities and essential job functions include but are not limited to the following:
• Consistently offer professional, friendly and engaging service
• Lead and manage all aspects of the Front Office department and ensure all service standards are followed
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
• Handle guest concerns and react quickly, logging and notifying proper areas
• Conduct regularly scheduled departmental meeting
• Manage the departmental budget
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.
• Review current day s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Review the room availability and check status of departures on a daily basis.
• Relay all pertinent information to the Front Desk Agents, the following shift supervisor, Assistant Front Desk Manager, and all relevant areas in the rooms division.
• Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk.
• Manage staffing levels as occupancy fluctuates.
• The number one priority is to be driving the standards while out on the floor with the Front Desk Agents.
• When observing the associates, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
• Handle any guest challenges that may arise.
• Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.
• Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually. Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order.
• Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
• Conduct daily pre-shift meetings.
• Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Inspect associates uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
• Accept payment for guests accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Maintain a daily log of all guests opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request.
• Support bellman, doorman, valet, and concierge desk as needed.p>