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Front Office Manager

3 months ago

Durham, United States Hotel Durham LLP Full time
Job DescriptionJob DescriptionDescription:

POSITION SUMMARY:


The Front Office Manager is responsible for the overall operations of the Front Desk including the Guest Services Agents and Bell team. This is a role that focuses on exceptional guest satisfaction while also maintaining back office tasks, such as revenue generation, cost control, and developing team members.


DUTIES AND RESPONSIBILITIES:

  • Ensure efficient and exceptional check-in, check out, in-house guest, and telephone services.
  • Courteously answer inquiries and accept reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates and increase occupancy and revenue.
  • Coordinate guest service efforts to include group arrivals and departures, and guest transportation.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Assist Guest Service Agents and Front Office Staff with duties when necessary to provide excellent guest service.
  • Manage the front office team including guest service agents and bell staff.
  • Responsible for training all new employees, and ongoing training of existing employees, including cross training for all positions. Continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
  • Correct, discipline, and/or terminate staff members when appropriate. Ensure timely completion of performance appraisals.
  • Utilize labor management tools to schedule and control labor costs. Ensure shifts are covered with adequate staff.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Ensure the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Accountable for the financial performance of the department.
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff, and company assets.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Maintain all front desk related equipment and a par stock of supplies.
  • Complete weekly, monthly, and annual reports as necessary.
  • Prepare forecasts and reports and assist in the development of the Rooms Division budget. Develop and implement controls for expense management.
  • Fulfill hotel MOD shifts as required as a part of the leadership team.

COMPENSATION and BENEFITS:

  • Insurance Benefits (including medical, dental, vision, and life)
  • Paid Time Off (PTO)
  • Employee Discount
  • Training and development program guided by our professional team members


Requirements:

QUALIFICATIONS:

  • 3+ years of hotel management or leadership experience.
  • 5+ years of hotel operations experience.
  • Some knowledge of Opera PMS extremely helpful but not required.
  • Some knowledge of Stayntouch PMS extremely helpful but not required.
  • Some knowledge of M3 accounting software helpful but not required.
  • Strong interpersonal skills and works well with others.
  • Ability to creatively resolve challenges using business acumen skills and discretion.
  • Demonstrates self-confidence, energy, and enthusiasm.
  • Desire to serve people.
  • Must have flexible work schedule that may include evening, weekends, nights, and holidays.


EDUCATION:

  • High School Diploma / GED required.
  • Higher education degree in hospitality management or related field or equivalent work experience a plus.


PHYSICAL ABLITIES:

  • Requires moderate physical activity, handling of average-weight objects up to 25 lbs. and standing and/or walking for more than 4 hours per day.