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Front Office Manager

3 months ago


Rockaway, United States Hilton Garden Inn - Rockway, NJ Full time

The Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive friendly efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; this position might have the opportunity for overtimes, and it is calculated accordingly. Availability on weekends is indispensable.

**QUALIFICATIONS**:

- At least 3 years of progressive experience in a hotel or a related field; or a college degree and 2 or more years of related experience.
- Supervisory experience required.
- Must be proficient in Windows operating systems Company approved spreadsheets and word processing.
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful high pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
- Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data and basic arithmetic functions.

**JOB RESPONSIBILITIES**:

- Respond to all guest requests problems complaints and/or accidents presented at the Front Desk or through Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
- Promptly reply to guest's feedback on Stay Experience Platform and Guest Assistance portals, and ensure that guests are taken care of and cases/tickets are closed.
- Motivate coach counsel and discipline all Front Desk personnel according to company's handbook.
- Ensure compliance to brand and company training using the steps to effective training according to company standards.
- Prepare and conduct all Front Desk interviews and follow hiring procedures accordingly.
- Develop employee morale and ensure training of Front Desk personnel.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.
- Attend all required leadership meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
- Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
- Get involved in required M.O.D. program as scheduled.
- Be responsible for developing a manager as assigned by the Corporate Office including sign-off on all competencies and assist in his/her placement.
- Ensure all end of the month report dates are met i.e. Central Reservations Market Segment AAdvantage Travel Agent check registers etc.
- Review Front Desk staff's worked hours for payroll compilation and submit to Operations Manager in a timely basis.
- Prepare employee Schedule according to business forecast payroll budget guidelines and productivity requirements. Present with Wage Progress Report to Operations Manager weekly.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain our company protocols regarding Purchase Orders vouchering of invoices and checkbook accounting.
- Ensure that all reports from the night audit are sent to superiors, accounting clerks, and corporate office.
- Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
- Work closely with accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc.
- Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
- Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and up selling techniques are maintained.
- Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
- Ensure implementation of all Aimbridge Hospitality policies and house rules.
- Understand hospitality terms.
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
- Ensure correct and accurate cash handling at the Front Desk.
- Attend monthly all-employee team meetings and any other functions required by management.
- Attend weekly staff meeting and provi