Overnight Front Office Manager

3 weeks ago

Miami, United States Think Hospitality Full time $48,000 - $52,000
Job DescriptionJob Description

Place of Work: Front Office Department

Division: Rooms

Reports To: Hotel General Manager


Overall Scope and Responsibility:

Ensures the smooth and efficient operation of the Hotel during the evening and graveyard shifts.


Essential Duties:

  • Oversee all departments including Front Office, Engineering, Security, Valet and Food and Beverage outlets, to ensure adherence to Hotel's standards, policies and procedures.
  • Respond to and resolves any guest issue or emergency situations.
  • Project a professional, friendly and courteous image to guest and staff.
  • Available to help out in all areas of the hotel including: Front Desk, PBX, Reservations, Housekeeping, Food and Beverage and Security.
  • Verify that all departments are staffed appropriately throughout the night.
  • Assist Guest Relations in any incident and accident reporting.
  • Place SVIP arrivals in the Queue at 9am with rooms control
  • Responsible for writing reports as to the operations and any incidents that may have occurred during the shift.
  • Prepare daily incident log and follow up with Guest Services. All incidents must have the appropriate resolution attached. Follow up on previous days incidents
  • Confirm all Billing and all notes on group recaps and that FD is aware of all notes/events
  • Review and finalize all credit issues and communicate No post log to all departments
  • Review ALL adjustments and rate variances
  • Review daily and resolve all open folios and manage PM accounts, communicate with accounting department on pending accounts
  • Conduct thorough bucket check follow up on missing reg cards and train/discipline staff
  • Handle Guest disputes, work with accounting on chargebacks
  • Balance the house at least 14 days out with rooms control
  • Re-train all FO staff on financial SOP's
  • Share daily operation of Front Office with morning MOD
  • Sign off on PM and overnight shift end reports for agents and managers, ensure cash drops are done properly and logged (including outlets such as valet and pool)
  • Communicate all vital information to the corresponding Manager regarding guest safety and security. Conduct 2 of the three pre sift meetings and insure proper hand over of shift for FD and bell/door.
  • Perform continuous walkthroughs of all public areas and departments in the Hotel and assure standards of quality, service, cleanliness and safety are met.
  • Conduct room inspections to ensure proper standards of quality, service, cleanliness are met, communicate all repairs and deficiencies to Housekeeping or Engineering as they apply.
  • Provide detailed information to guests regarding hotel services, hours of operation, key personnel, daily activities and especial functions. Print BEO's and insure proper set up for events
  • Effectively communicate and report any vital guest service information with hotel staff and management team through the departmental logs, voicemail, e-mail and OPERA.
  • Responsible for maintaining close working relationships with all departments of the hotel.
  • Assist in relocating guest when necessary in a professional and diplomatic manner.
  • Act in the absence of the Managers in all matters concerning the safety, security and well being of the hotel guests and employees.
  • Resolve all matter concerning staff, guests in the best interest of the hotel, including taking the initiative to take charge in times of crisis or concern.

Job Knowledge, Skills, & Abilities

  • Excellent communication, interpersonal, and organizational skills.
  • Must be able to carry 10 lbs.
  • Commitment to superior customer service and excellent customer service skills.
  • Consistent record of customer service and operations objectives.
  • Proven ability to influence a team and achieve results.
  • Flexibility and creative problem-solving ability.
  • Strong initiative and self-motivation.
  • Fluency in job-related English both verbal and non-verbal.
  • An appreciation and respect for the diversity of all individuals in the workplace.
  • Ability to handle pressure and work in a fast-paced environment.
  • Excellent management and leadership skills.
  • Must be able to work days, evenings, and weekends as necessary.

No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.

Job Duties, tasks, schedules, and requirements may be changed at any time. The receipt of a job description does not imply nor create a promise of employment, or an employment contract of any kind.


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