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Front Office Manager Staybridge Suites, Des Moines, IA
2 months ago
Position Summary:
This individual is responsible for the front office operations and respective staff. The Manager is responsible for lodging operations, reconciling lodging inventory issues that arise and resolving lodging type conflicts, coaching and counseling staff, managing guest’s requests, preferences, and assisting front line staff in delivering service and culture that is consistent and continually in accordance with Brand standards and Hotel Equities.
Essential Responsibilities:
• Provide consistent, superior customer service when greeting and registering guests.
• Manage Front Office schedules and ensure appropriate personnel for occupancy forecasts.
• Assist in all interviewing, hiring, and training of front desk agents, ensuring that they meet Hotel Equities’ standards of service.
• Provide support and step in as needed so that the Front Desk staff may quickly and effectively respond to guest requests and issues.
• Ensure that Front Desk Associates understand and anticipate guests’ expectations
• Empower associates to satisfy guests and to make decisions
• Ensure that Front Desk Associates actively solicit feedback from guests
• Ensure that Front Desk Associates handle special requests properly
• Ensure that Front Desk Associates smile, have eye contact, and greet guests immediately
• Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag
• Responsible leader and trainer to front desk team ensuring they are mentored, supported, and empowered to always provide the highest quality of service.
• Model desired behavior
• Deliver resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed. Find root causes and work to implement a better processes.
• Personally assist Front Desk Associates during peak times, breaks, tardiness and absences
• Review all in-coming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with appropriate staff members
• Ensure VIP program is executed properly
• Ensure guest room delivery of newspapers (if applicable)
• Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
o Phones/Switchboard
o Check-ins/Check-outs o Reservations
o Shuttle or transportation Service
• Ensure messages, wake-up calls, mail, and faxes are handled properly
• Ensure guests’ laundry/dry cleaning is picked up and returned
• Relay safety guidelines to customers (in room safes, safety deposit box, etc.)
• Assist with amenity, gift shop, pantry needs (if applicable)
• Review customer satisfaction and direct customer contact. Answer guest comments through numerous booking websites.
• Act as Manager on Duty for first line of support for services needed during daily operations.
• Ensure all guest opportunities are followed up quickly, efficiently, and courteously, and completed to satisfaction of the guest and that service obstacles are identified and resolved.
• Review daily front office reports.
• Improve and delegate tasks to promote overall success of the department.
• Review front desk posting journals at the end of their shifts to ensure proper posting.
• Enforce all cash-handling, check and credit processes and policies.
• Maintain master key control and key management system.
• Verify that accurate room status information is maintained and properly communicated.
• Assist with team meetings as well as meeting regularly with the team to discover any issues and provide resolution.
• Attend staff and management meetings as needed and requested.
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Ensure protection of guests’ room number
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook. Implement and maintain superior guest service and culture which serves as a guide to desk agents.
• Other duties as assigned by management.
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
• Leadership Skills
o Consistently communicate performance and standards to staff
o Build teamwork
o May conduct monthly departmental meetings
o Maintain a cooperative and positive work environment
o Be reliable and honest
o Treat all associates with fairness, impartiality, and consistency
o Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
o Work schedule necessary to supervise department, including evenings, weekends and holidays
• Teamwork Skills
o Be an enthusiastic, helpful and positive member of the team
o Be professional, responsible and mature in conduct and behavior
o Be understanding of, encouraging to and friendly with all co-workers
o Be self-motivated and use time wisely
o Maintain open line of communications with each department
o Communicate pertinent information
o Respond positively to new ideas
o Openly accept critical/developmental feedback
o Participate in the Manager on Duty program
o Maintain effective communication through the use of meetings, log books and bulletins
o Be available to help other departments in emergency situations
• Cost Control Skills
o Have understanding of budget including staffing guidelines
o Adhere to proper purchasing procedures
o Have basic understanding of financial statements
o Ensure Front Desk adheres to proper procedures involving guest credit and direct bill
• Human Resources Skills
o Assist in recruiting new associates
o May be asked to interview and select staff
o Provide orientation and training for staff
o Identify and encourage appropriate behavior
o Identify, discourage, and retrain inappropriate behavior
o Assist with the evaluation of associate’s performance and provide feedback often
o Assist in the discipline and termination of associates, when necessary
• Administrative Skills
o Maintain a clean and orderly work area
o Complete weekly and monthly reports
o Ensure transactions are properly documented
o Ensure all cash, checks and credit cards are handled and accounted for properly
o Ensure sifts are closed properly
o Prepare Front Desk Schedule
o Reconcile room discrepancies daily with Executive Housekeeper
o Respond promptly to GM, Company and Franchise requests
o Ensure Maintenance issues are documented
o Respond promptly to Executive Housekeeper requests
o Attend required meetings
o Maintain an adequate level of supplies
o Make sure front office equipment is in good working order
o Reading, writing and basic math
• Safety and Security
o Properly handle and account for keys
o Be knowledgeable of policies regarding emergency procedures and security concerns
o Ensure protection of guests’ room number
Revenue Generation Skills
• Ensure Front Desk and Reservations staff demonstrates proper selling techniques
• Have full understanding of market conditions, competition, businesses, attractions, feeder markets, etc.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services
• Have full understanding of franchise marketing programs
• Manage honors program
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
• Verify all information on reservations check-in; name, address, method of payment, etc.
• Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information.
• Stay current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Job Requirements:
Education and Experience
• High School or equivalent education required.
• Two years hotel front desk experience required; supervisory experience strongly preferred
Specific Job Knowledge, Skills, and Abilities
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Physical Requirements
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment.
Other Job Requirements
• Driver’s License required with clean MVR (if property provides shuttle service)
• All associates must maintain a neat, clean and well-groomed appearance per Company Standards
• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.
• Upon employment, all associates are required to fully comply with the Company’s rules and regulations for the safe and effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
You must be willing to submit to a drug test, background check and credit check with acceptable results. EOE/DFW
