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Front Office Manager

3 months ago

Lincoln, United States Courtyard by Marriott Lincoln Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k) matching
  • Employee discounts
  • Paid time off


JOB DESCRIPTION





FRONT OFFICE MANAGER








The Front Desk Manager is responsible for the success of the front office operation, including management of the front desk, training and employee development, delivery of quality service and resolution of guest issues, while maximizing room revenue and occupancy, and provides exemplary performance for staff to follow.

GUEST SERVICE


  • Maintains guest service as the driving philosophy of the hotel
  • Personally demonstrates a commitment to guest service responding promptly to guests needs
  • Is committed to making every guest 100% satisfied


  • Develops added-value customer service programs
  • Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance
  • Meets or exceeds hotel guest satisfaction measures. (GSS Scores)
  • Ensures all shift checklist are completed
  • Ensures all call backs are being performed
  • Front Office Manager should remain highly visible and readily available for guest at all times
  • Ensures proper procedures are followed concerning guest safety security boxes
  • Settles all credit card, guest, and accounts receivable credit disputes
  • Assists in ensuring that all procedures regarding the Marriott Rewards and Quality Assurance programs are followed according to brand standards
  • Develops added value customer service programs
SALES RESPONSIBILITIES


  • Develops a working knowledge of companies staying at the hotel. Develops an awareness of statistics as they relate to room night production for top and marginal accounts.
  • Develops relationships with top hotel accounts. Acts as another point of contact for corporate clients.
  • Develops working relationships with frequent guests by becoming aware of the needs of top frequent guests and coordinates programs to meet such needs.



FRONT DESK MANAGEMENT


  • Acts as manager on duty for hotel and manages front desk operations
  • Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
  • Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables
  • Produces accurate financial reports on time
  • Always demonstrates self-confidence, energy and enthusiasm
  • Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns
  • Produces weekly Front Desk/Valet schedule (oversees with Front Office Supervisor). Works with managers to ensure that all shifts are covered in the event of an emergency.
  • Conducts annual review for all Front Desk/Valet associates.


PROFIT MANAGEMENT & BUDGET ADMINISTRATION


  • Ensures hotel staff is trained in financial control procedures for cash vouchers, inventories and receivables, and that these procedures are regularly followed.
  • Identifies major revenue and expense opportunities and possible problems
  • Assists in authorizing direct bill accounts and monitors the administration of hotel accounts receivable
  • Monitors all negotiated rates with Director of Sales; i.e. special corporate, weekend rates, packages, etc. to ensure proper training for Front Office Associates
  • Monitors the posting of all guest charges to minimize and deposited in a timely manner.
  • Assists in settling all credit card, guest, and account receivable credit disputes.



TRAINING, DEVELOPMENT, AND HUMAN RESOURCE MANAGEMENT


  • Ensures that hotel staff, including all new-hires, knows and understand all components of the Refreshing Service Business Model per Courtyard Standards, and are trained to meet service standards.
  • Empowers hotel staff to deliver quality guest service by encouraging and rewarding responsive guest assistance, and appropriate guest service behaviors. Provides clear, objective feedback to employees regarding their performance.
  • Maintains a positive, cooperative work environment between staff and management.
  • Accurately uses hourly employee disciplinary procedures and documentation. Follows positive disciplinary steps (outlined in employee handbook) up to and including termination
  • Ensures that all employees are trained to act according to procedures in the event of an emergency or accident at the hotel.
  • Resolves employee grievances in a fair and timely way in assistance of the Assistant General Manager
  • Establishes effective communication between the Front Desk and other departments through information systems such as logs and department meetings.



SAFETY AND SECURITY MANAGEMENT


  • Assists the Assistant General Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)
  • Understands, follows, and assists with policies and procedures for the hotels key control system


GENERAL DUTIES EXPECTATIONS


  • Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.
  • Job can entail working nights, weekends and overnight shifts
  • Manages time effectively to accomplish all desired tasks, duties, and action plans
  • Attends all required staff and managerial meetings
  • Works 40 hours per week
  • Helps to maintain an organized work environment
  • Husker Game day Weekends are required