Front Office Manager

1 week ago

Westchester, United States Four Points by Sheraton Westchester Full time

**JOB SUMMARY**

Oversee the daily operations of the Front Desk Department. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests. Orchestrate and expedite the registration and checkout process at the front desk. Oversee the daily operation of the front desk.

**ESSENTIAL FUNCTIONS**
- Greet and welcome guests. Ensure efficient guest registration, check out and telephone service.
- Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
- Promote the Hotel’s reward program, in an effort to meet and exceed sign up goals. Provide recognition and benefits to all present members.
- Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily.- Interview and assist in new-hire and on-going training ensuring that all work is completed efficiently and according to schedule.
- Direct and train front desk staff, supervise the front desk agents, ensuring brand standard training is completed and thoroughly understood by the agent. Assign specific tasks to front desk agents relative to brand standards, hotel polices, and overall cleanliness and organization of the front desk.
- Arrive at workplace on time and prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, housekeeping, the following shift. Complete daily shift recap, and distribute to all necessary team members.
- Provide ongoing training and support to front desk agents.
- Ensure all necessary reports and forms are completed daily.
- Maintain all front desk related equipment and a par stock of supplies.

**SUPPORTIVE FUNCTIONS**

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.
- Assist in providing guest with information regarding hotel facilities and local attractions.
- Book reservations for those guests who approach the Front Desk.
- Maintain a daily log of all guests’ opportunities with corrective action steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
- Follow-up on credit opportunities/review Guest Ledger, Skip Accounts, Checked Out Open daily.
- Assist Guest Relations
- Any other duties as assigned by the General Manager.
- Any other duties as assigned by the Front Office Manager or General Manager.

**SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Extensive knowledge of the hotel, its services and facilities.
- Must have excellent customer relations skills and leadership capability.
- Must be detail oriented with outstanding organizational and communication skills.
- Must have excellent leadership capability and customer relations skills.
- Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

**PHYSICAL DEMANDS**
- Must be able to stand and exert well-paced ability duriing shift.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to exert well-paced ability in limited space.
- Must be able to lift up to 15 lbs. occasionally.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
- Ability to spend extended lengths of time viewing a computer screen.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Requires manual dexterity to use and operate all necessary equipment.
- Must

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