Front Office Manager

Job Summary

Leading the Front Office which is the face of ‘Gracious Hospitality’ at the Otesaga Resort Hotel. Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Concierge, Shuttle Service and Recreational Activities, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

Essential Job Functions

To successfully perform this job, an individual must perform each essential duty listed below. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

· Creates an engaging, sincere, and personalized arrival and departure experience in accordance with the Otesaga Resort Hotel Standards.

· Be present and visible in the lobby and other key areas of the front office.

· Define, develop, and implement front desk objectives and standard operating procedures.

· Ensure that all customer-related tasks are handled accurately and on time to improve guests' experience.

· Handle customer complaints and special requests.

· Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

· Always maintain positive guest relations.

· Monitor stock and order office supplies, including stationery and information leaflets.

· Prepare monthly management reports on customer feedback, bookings, and cancellations.

· Manage the departmental budget.

· Update files and records.

· Enforce all cash-handling, checking, and credit procedures.

· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards,

· Resolve guest complaints, ensuring guest satisfaction.

· Ensure follows up and meets deadlines.

· Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

· Maintain complete knowledge at all times of:

a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, decor, amenities, and location.

c) All room rates, special packages, and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled in-house group activities, locations, and times.

g) All hotel and departmental policies and procedures

· Access all functions of the computer system and property management system (PMS).

· Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.

· Monitor revenues derived from recreational and pool activities.

· Actively participates in all Revenue Management issues and ensures that all Revenue Management procedures are understood and put into practice by all Front Office Associates

· Ensure that current information on rates, packages, and promotions is available at the Front Desk and that all staff are aware and knowledgeable about current offerings.

· Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts, including coordination of breaks.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Fosters a guest-focused environment and builds strong relationships with all Departments.

· Monitor the hotel front entrance and resolve any congested situations.

· Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

· Enhances guest satisfaction and service by proactively coaching all associates to consistently deliver high levels of service and timely follow-up on inconsistent performance.

· Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.

· Develops, implements, and maintains incentives to keep associates engaged and motivated to perform daily duties.

· Foster and promote a cooperative working climate, maximizing productivity, and employee morale.

· Review status of assignments and any follow-up action with on-coming shift.

· Print special requests report and block according to specifications.

· Foster and promote a cooperative working climate, maximizing productivity, and employee morale.

· Promotes and ensures a safe working environment for all associates.

· Conduct a 4-week formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

· Conduct monthly departmental meetings.

· Attend designated meetings.

· Conduct interview process for Front Office applicants, up to and including Front Desk, Concierge, Bell Men, and recreational employees.

· Monitor and audit upsell program.

· Provide historical tours of the resort.

· Work closely with Housekeeping Supervisors to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

· Ensures effective communication with all departments and cooperation in the interest of better guest and associate satisfaction.

· Review status of assignments and any follow-up action with on-coming shift.

· Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

· Print report on discrepant rooms, research discrepancies, and enter status accordingly.

· Complete an inspection of all guest room floors, public areas, and restrooms daily; rectify deficiencies with respective departments.

· Review previous night's no-shows; verify and ensure billing of such.

· Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

· Assist staff with expediting problem payments.

· Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.

· Audit surrounding area hotels daily for status of rooms, rates, discount rates, and packages.

· Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning, and maintenance of rooms

· Review resumes for arriving groups; organize and coordinate master accounts and check-in/ preregistration procedures.

· Other tasks as needed or directed by the management team.

Education: High school diploma or general education degree (GED)

Required Experience:

The person in this position needs to have:

· Experience in hospitality industry

· Preferred experience with guest relations.

Knowledge, Skills, & Abilities

· Leadership skills that enable and foster learning and growth among direct reports and department team members.

· Ability to take initiative on projects and processes to increase service levels and efficiency.

· Understand the role requires the incumbent to work weekends, work nights, & holidays as needed.

· Ability to learn and comprehend property management system (PMS) SMS Host

· Excellent organizations and time management skills

· Set a positive tone and strong work ethic, leading by example.

· Possess basic math skills and ability to operate point of sale (POS) system.

· Maintain professional presentation (must adhere to company and department dress code)

· Outstanding guest service skills

· Ability to clearly communicate both orally and written.

· Some knowledge of pricing, budgets, profit and loss (P&L) and cost controls

Physical Requirements:

These physical requirements for this position may be accomplished with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, or crouch. The employee is frequently required to reach with hands and arms. Employees will frequently use hands to handle objects and tools and operate service equipment and computers. The employee will also frequently ascend and descend stairs. Vision abilities required by this job include close vision and color vision.

Work Conditions: The position will require you to work morning, evening, weekend, and holiday hours. While performing the duties of this job, the employee gen