Front Office Manager

1 week ago

Madison, United States Best Western Inntowner Full time
Job DescriptionJob Description

MANAGEMENT AND HOTEL EXPERIENCE PREFERRED


JOB OVERVIEW

The FOM is responsible for the effective operation of the front desk. Ensuring excellent customer service, and 100% guest satisfaction. FOM is the liaison between the hotel and guests.

HOURS

Hours are full-time and vary according to business and scheduling demands. Weekend work is required, and holiday work is necessary. Must be able to work a varying schedule on a day-to-day and week-to-week basis.


CREDENTIALS AND EXPERIENCE

  • High school diploma or GED required.
  • College Degree in hospitality or a related field preferred.
  • One-year of hotel or related hospitality experience preferred.
  • Previous experience in Customer Service.
  • Minimum one-year previous hotel front office supervisory experience with training responsibilities preferred.
  • Valid Driver's License and good driving record required, as established by the hotel's driving policy.

PHYSICAL DEMANDS

  • Able to move up and down stairs for property walk-throughs and for emergency and security purposes.
  • Ability to walk, stand, and or sit 1/3 to 2/3 of the workday.
  • Ability to talk and hear.
  • Stand for extended periods of time.
  • Able to lift 50 pounds.
  • Able to move quickly and easily around the hotel to complete tasks and attend to situations in a timely
  • Ability to work in an office environment with a moderate noise level.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Excellent customer service and communication skills required.
  • Cash handling skills required.
  • Basic computer knowledge including MS Office, Word, and Excel required.
  • Must be able to effectively use the hotel's property management systems i.e., Jonas Chorum, MICROS POS and Infor.
  • Must be detail oriented and can efficiently multi-task and prioritize daily events and assigned projects.
  • Must have a friendly and outgoing personality.
  • Ability to handle stressful customer service situations required.
  • Knowledge in interpreting budgets and business plans.
  • Able to make decisions quickly and independently.
  • Excellent management skills required.
  • Understands or can learn hotel booking procedures as it relates to the InnTowner Front Desk.
  • Fluent in English, knowledge of other languages beneficial.
  • Must maintain a professional, neat, clean appearance and practice good personal hygiene.

FRONT DESK OPERATIONS

  • Training, performance reviews, disciplinary action, scheduling of and assigning tasks to all positions under the Front Office as defined by the InnTowner.
  • Complete financial management of Front Desk such as adhering to set budgets, using forecasts to prudently manage labor costs, purchasing, and inventorying front office supplies
  • Resolves problems arising from guest complaints or concerns.
  • Remains a visible presence during peak times at Front Desk.
  • Oversees all brand standards and policies regarding the brands recognition program and promotions.
  • Conducts Front Office staff meetings as appropriate in conjunction with GM, BRM, and/or C&E Manager.
  • Responsible for competent and complete staff coverage in Front Desk and can assume any Front Desk role as necessary.
  • Primary contact for guest concerns and complaints making appropriate decisions for resolution.
  • Enforces and observes all rules, regulations, policies, and procedures of the InnTowner.
  • Advises Office Manager/GM of staffing needs.
  • Commends and disciplines evening associates as necessary and in the absence of their direct report. Informs appropriate management of associate performance giving recommendations
  • Attends management meetings, and functions as required.
  • Assists with banquet functions as needed.
  • Supervises proper cleaning of all public areas including lobby, public washrooms, and entrances.
  • Submits Maintenance Requests and takes inventory of rooms as required.
  • Maintains hotel safety and security by enforcing safety procedures. Handles emergency situations according to hotel procedures.
  • Walks hotel corridors for security and safety concerns at least three times per shift.
  • Documents any irregularities or unusual occurrences and what actions were taken. Reports all incidents to C&E Manager.
  • Corrects security and safety issues as necessary.
  • Observes the importance of confidentiality and security among all hotel staff.

GUEST AND INTERDEPARTMENTAL RELATIONS

  • Meets weekly with Department Heads for event and arrival updates.
  • Works closely with all managers to coordinate group arrivals, departures, and functions.
  • Makes procedural recommendations to appropriate Department Managers and/or GM.
  • Communicates with the Office Manager to ensure accuracy with all cash, credit transactions, and with postings.
  • Communicates with the Sales department on group and VIP reservations, arrivals, and room blocks.
  • Communicates with Housekeeping on issues, room status and availability.

ADMINISTRATIVE

  • Assists GM with annual Front Office budget preparation.
  • Gains familiarity of accounting procedures that relate to the Front Office.
  • Learns to use MemberWeb systems and the telephone switchboard.
  • Communicates with MSI on all immediate problems and questions.
  • Works closely with the Sales team to promote and monitor associate incentive programs.
  • Punctuality and interdepartmental communication are key to the success of this position and the department.
  • The Front Office Manager must be present for all weekly revenue calls currently held at 12:00pm central time each Wednesday.
  • Balance inventory daily and communicate with Sales Department if assistance is needed.
  • Other duties as assigned and appropriate

DISCLAIMER

This job description is not meant to be all-inclusive. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

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