Front Office Manager

6 days ago

Burbank, United States Oh So Original, Inc. Full time

The Front Office Manager will assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, shuttle driving, and guest reservations to ensure guest satisfaction and maximize hotel profitability and adhering to all brand standards and desk merchandising.

**Duties and Responsibilities**:

- Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures
- Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
- Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards
- Ensure front office staff provides guests with prompt service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel.
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts:

- Guests - to ensure their total satisfaction
- Regulatory agencies - regarding safety and emergency matters
- Other contacts as needed (professional organizations, community groups, local media)
- Serve as “manager on duty” as required.
- Drives property-designated vehicles to and from guest destinations such as guest room or local airport, as needed.
- Operate hotel shuttles in a safe manner and follow company driver policies/procedures.
- Perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with mínimal supervision.
- Demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Write reports, business correspondence, and procedure manuals.
- Build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.
- Perform other duties as assigned

**Minimum Qualifications**:

- 2 years front office/guest services experience
- 2 year supervisory experience, or an equivalent combination of education and experience.
- Work a flexible schedule including weekdays, weekends, holiday and nights.
- Must have a valid driver’s license and have a clean driving record.

**Preferred Qualifications**:

- Prefer a four year college degree or equivalent work experience
- Strong knowledge of Opera PMS and Micros POS
- Working knowledge of hotel PMS, and GDS systems
- Bilingual

**Physical Requirements**:

- Frequently standing up or moving within and outside of the facility
- Carrying or lifting items weighing up to 25 pounds
- Handling objects
- The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be _all_ of the responsibilities or qualifications of the job._

About Us

OSO Collection creates unique Los Angeles-area destinations that cultivate communities of the inspired. Existing at the intersection of lodging, work, and play, our vision is brought to life by a collective of kindred creative spirits. What you find at OSO is always Oh So Original. Welcome to our vibrant hub.

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