Front Office Manager

6 days ago

Boston, United States Westmont Group Full time
Job DescriptionJob Description

Job Summary

Under the direction of Director, Front Office, the incumbent is responsible for the successful management and participating in the day-to-day operation of guest relations, PBX and Front Office: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, profitability and ensuring guest and employee satisfaction.

Major Duties and Responsibilities

  • Monitor and check the quality of customer service at the front desk and PBX; resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions.
  • Supervises all aspects of the Front Office/Guest Services (Night Audit, Guest Services and Reservations). Assist in the operation of all departments.
  • Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
  • Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
  • Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
  • Estimate staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll.
  • Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
  • Ensures application of credit policies, controls and handling of financial transactions.
  • Recommends, develops and implements staff incentives designed to increase revenues.
  • Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
  • Schedules and trains Managers on Duty, to represent Management during irregular business hours.
  • Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
  • Implement & maintain all company policies & procedures.
  • Maintain professional appearance according to company standards and ensure that appearance standards are maintained by all employees.
  • Maintain good communication within hotel and department; conduct and facilitate effective meetings; prepare correspondence, instructions, etc.
  • Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
  • Manager on Duty shifts are required. Oversee day-to-day operations.
  • Must be available days, evenings, weekend and holidays.
  • Duties associated with Front Office Manager Position including but not limited to the above.
  • Assists other Front Desk Personnel when need.
  • Perform all other duties as assigned by management.

Minimum Qualifications and Skills

  • 2-3 years of supervisor experience in a guest service environment.
  • Hotel or post-secondary degree/diploma an asset.
  • Ability to work effectively with independently and as part of a team.
  • Ability to interpret and explain company policies and procedures to others.
  • Excellent organizational, written and oral communication.
  • Ability to deal with all levels of management and staff in a professional manner.
  • Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
  • Must be a self-starter, able to work under pressure with the ability to meet deadlines.
  • Accuracy and attention to detail skills. Proven leadership qualities.
  • Night audit experience an asset.
  • Proficient/familiarity with Opera would be an asset.

Physical Effort

  • Ability to stand and move throughout front office and continuously performs essential job functions.
  • Standing 95% of shift
  • Lifting up to 25 pounds maximum.
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing and smiling.


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