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Front Office Manager
1 month ago
Summary: The Front Office Manager is responsible for ensuring the operation of the Front Desk and Night Audit teams in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
The ideal candidate would possess the following attributes:
* At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
* Supervisory experience required.
* The ability to demonstrate exceptional Customer Service Skills.
* Must be proficient in Windows and Microsoft Office.
* Able to work long hours as sometimes required.
* Maintain a warm and friendly demeanor at all times.
* Must be able to effectively communicate both verbally and written, with all level of associates and guests in an attentive, friendly, courteous and service oriented manner.
* Must be effective at listening to, understanding, and clarifying concerns raised by associates and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and associates in an attentive, friendly, courteous and service-oriented manner.
* Attend all hotel required meetings and trainings.
* Participate in M.O.D. coverage as required.
* Maintain regular attendance in compliance with Presidian, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming, which include wearing nametags.
* Comply with Presidian Standards and regulations to encourage safe and efficient hotel operations.
* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
* Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to maintain confidentiality of information.
* Perform other duties as requested by management. Key Responsibilities:
* Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. * Motivate, coach, counsel and discipline all Front Desk personnel according to Presidian operational procedures.
* Assist, prepare and conduct all Front Desk interviews and follow hiring procedures according to Presidian operational procedures. * Develop associate morale and ensure training of personnel.
* Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
* Review Front Desk staff's worked hours for payroll compilation and submit to Finance on a timely basis
* Assist and prepare associate Schedule according to business forecast, payroll budget guidelines and productivity requirements.
* Ensure that no-show revenue is maximized through consistent and accurate billing.
* Maintain a professional working relationship and promote open lines of communication with desks, associates and other departments.
* Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc.
* Operate all aspects of the Front Desk computer system, including software maintenance, report generation and analysis, and simple programming. ? Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Presidian S.O.P.'s. * Ensure implementation of all Presidian policies and procedures.
* Ensure sign off of all Service Standards by Position for Front Desk staff.
* Assist in preparation of revenue and occupancy forecasting.
* Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
* Must maintain constant communication with Housekeeping, Sales & Marketing and Property Operations.
* Coordinate all aspects of the ongoing implementation of Presidian’s philosophy of service.
* Ensure correct and accurate cash handling at the Front Desk.
* Follow and enforce all Presidian credit policies.
* Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests and other associates.
* Establish and maintain key control system.
* Ensure participation within department for monthly team meeting.
* Focus the Front Desk Department on their role in contributing to the Guest Service and audit scores.
* Monitor all V.I.P.'s, special guests and requests.
* Maintain required pars of all front desk and stationary supplies.
* Review daily Front Desk work and activity reports generated by Night Audit.
* Review Front Desk logbook and Guest Request log on a daily basis.
Requirements: