JOB TITLE: Front Office Manager

DEPARTMENT: Rooms

Reports to: Director of Rooms

ESSENTIAL PURPOSE: Manages and coordinates the operations and activities of the front desk area and staff to achieve customer satisfaction, quality service and compliance with established procedures/policies

ESSENTIAL DUTIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Organizes, directs, and monitors daily activities of front desk agents, concierge, bell/valet, security and night audit personnel.

Directs, implements, and maintains service standards.

Maintains complete knowledge at all times of daily house count, expedited arrivals/departures, scheduled in-house group activated, all room rates, special packages and promotions, communicates information to appropriate staff.

Monitors guest registrations, check-out, and telephone service.

Develops, implements, and monitors department budget; manages expenses within approved budget constraints.

Develops, implements, and maintains programs/processes to enhance guest satisfaction to ensure front office operations are efficient and profitable.

Performs front desk agent responsibilities as needed to process guests expediently including but not limited to check in guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guests reservations, and checking guests out of hotel.

Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible, assists with dining, entertainment, or transportation reservations as needed.

Assist front office staff with resolution of guest problems/complaints as need.

Possesses and maintain thorough knowledge of hotel services facilities, and policies and area’s attractions.

Prepares accurate and timely reports as required.

Hires, trains, supervises, motivates and develops front office staff; manages schedules and workflow.

Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations.

Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.

Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.

Ensures proper use and care of all property equipment and supplies.

Carries out all reasonable requests of management not listed above.

Takes PRIDE in everything we do.

Takes OWNERSHIP of their actions and decisions.

Displays LEADERSHIP in our industry and our community.

Acts with INTEGRITY by being honest, trustworthy and doing the right thing.

Displays TEAMWORK by committing to common goals based on open and honest communication.

Delivers EXCELLENCE to our guests, our communities and to each other.

SUPERVISORY RESPONSIBILITY: Manages the Front Desk, Bell Desk, PBX and Concierge department. Carries out supervisor responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; arranging fill-ins; appraising performance, rewarding and disciplining employees; addressing complains and resolving problems.

QUALIFICATIONS: Bachelor’s degree (B.A.), or equivalent. One to two years related experience or equivalent. Proven leadership and business acumen skills. Demonstrated proficiency in supervising and motivating subordinates. Basic competence in subordinates’ duties and tasks. Good judgement with the ability to make timely and sound decisions. Must be able to speak, read, write and understand the primary language(s) used in the workplace.