Hotel Front Office Manager

4 weeks ago

East Elmhurst, United States LaGuardia Plaza Hotel Full time

**Summary**
The primary function of the Front Office Manager is to assist the hotel guests, and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Front Desk Supervisors, Guest Service Agents, and PBX Staff. They are to resolve guest issues and perform duties as required to ensure 100% guest satisfaction.

**Qualifications**

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

**Essential Duties and Responsibilities**
- Oversee Front Desk Supervisors, Guest Service Agents and PBX Staff while supervising workload during shifts.
- Evaluate Job performances of each GSA, PBX and Pool staff. (Quarterly Evaluations))
- Responsible for completion of regular (as TBD), training programs and schedules for Direct Reports.
- Participate in the selection of front office staff.
- Foster the Hilton Culture.
- Resolve Guest Problems quickly, efficiently, and courteously.
- Review, complete and submit payroll for department.
- Update group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
- Work with the allocated budget for the Front Desk.
- Responsible for the success of special projects and promotions as they relate to Front Desk Staff.
- Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, Transportation and Security), to ensure flawless execution of guest expectations.
- Knowledgeable in OnQ PMS System.
- Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
- Complete daily shift checklist.
- Verify that accurate room status information is maintained and properly communicated.
- Update group information. Maintain, monitor and prepare group requirements. Communicate information to appropriate personnel.
- Check cashiers in/out verify bank deposits at the end of each shift.
- Prepare performance report related to Front office.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, flash report and allowance.
- Monitor high balance guests and take appropriate actions.
- Ensure implementation of all hotel policies and house rules.
- Operate all aspects of front office computer system, including software maintenance, report generation, analysis and simple configuration changes.
- Maintain an organized comprehensive filing system with documentation of purchases, vouchers, schedules, forecasts, reports and tracking logs.
- Prepare revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages and mail in timely and professional manner.
- Review front office log book and guest feedback forms on daily basis.
- Complete and print all required daily reports, records and logs as necessary.
- Relocate guests to nearby hotels if and when necessary.
- Verify daily rate and availability.
- Handle all administrative tasks pertaining to Front Desk.
- Review and complete credit limit report.
- Schedule Associates' shifts and breaks.
- Brief Management at the end of all shifts.
- Supervise and ensure the completion of all day-to-day duties of all Guest Services staff.
- Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
- Maintain records of financial transactions reported by various departments.
- Handle collection of all in house balances.
- Assist in turning rooms as necessary.
- Oversee every aspect of Guest Services, including the Business Center.
- Agree to work flexible shifts, including weekends and holidays to meet the demands of the hotel.
- Maintain Master Key Control.
- Maintain relationships and open communication with all departments.
- Serve as Manager on Duty.
- Attend mandatory meetings and hotel functions.
- Comply with all company standards and policies, as established in the employee handbook.
- Other duties as required.
- Conducts regularly scheduled meetings of front office personnel.
- Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
- Upholds the hotel's commitment to hospitality.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
- Monitor all V.I.P 's special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily front office work and activity repo

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