Reports to: General Manager

Front Office Manager supervises the front desk to ensure efficient and profitable operation. Responsible for training, scheduling and evaluation of front office personnel while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

Duties include:

Set the tone and example of guest service and guest satisfaction for all colleagues

Has specific responsibility for overseeing front desk shifts

Act as liaison with clerks and General Manager concerning front desk clerks

Participate in hiring, managing, overseeing and training front desk personnel

Implement policies and procedures for front desk

May schedule front desk personnel

Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys

Check out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill

Ensure that check in and check out brand standard procedures are followed

Ensure that processes for brand point systems are followed

Handle incoming guest phone reservations

Answer inquiries pertaining to hotel services; gives entertainment suggestions and travel directions

Handle all guest complaints or problems to exceed the guest expectations

Handle all guest service requests, makes changes as necessary

Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance

Monitor and responds to guests’ comments on brand site and third party sites

Serve as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages

Keep records of room availability and guest’s accounts. Operates front desk software

Maintain a balanced cash/billing drawer

Maintain and takes responsibility for all cash and credit card transactions during working hours

Complete any necessary accounts receivable and direct billing tasks

Welcome guests and respond to requests in a prompt and professional manner

Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

Use suggested selling techniques to sell rooms and to promote other services of the hotel

Coordinate room status updates with housekeeping department

Move, lift, carry and place objects weighing up to 25 lbs. without assistance and in excess of 25 lbs. with assistance

Know how to use office equipment

Know all safety and emergency procedures

Maintain awareness of all rates and competition and incoming rate codes

Communicate with the previous and following shifts

Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are in the Property Management system

Ensure compliance with energy conservation and job safety requirements

Proactively maintain assigned areas and equipment

Ensure efficient completion of daily assignments in a timely manner

Report all safety concerns to management

Attend and participate in all mandatory trainings

Flexible with schedule and assignments

Maintain effective performance under pressure

May perform similar duties as requested by supervisor

Requirements:

Good customer service skills

Ability to work independently and with others

Good communication skills

Ability to lift/carry up to 25 lbs.

Ability to give and follow verbal and written instructions

Attention to detail

Ability to multi task

Displays good initiative

Must be able to work flexible schedule, including weekends and various shifts

2 years previous hotel experience