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Front Office Manager

4 months ago

Chelmsford, United States Holiday Inn Express Chelmsford MA Full time

Position Description
Position: Front Office Manager
Reports To: General Manager
Position Summary: Directly supervises all Front Office Personnel and
Operations. Directs and co-ordinates the activities of the
Front Desk, Reservations, Telephone, and Guest Services.
Ensures proper completion of front office duties,
profitability, quality standards, and guest satisfaction.
Specific Duties:
The following list is not exhaustive and may be supplemented as necessary.
- Follow the Company Standards by maintaining a positive attitude and leadership

style.
- Maintain proper staffing in all Front Office areas. Recruit, train, schedule and

develop Front Desk Associates. Administer recognition, coaching and disciplinary
action. Monitor appearance of staff.
- Constantly seek new ways to increase room revenue and occupancy.
- Monitor sales and performance on a daily basis. Check and control: room

inventory, front office systems, sales forecast, and rate availability calendar.
- Constantly monitor Front Office communications, morale, and motivation. Keep

staff informed of goals, expectations, and progress
- Honestly and accurately evaluate staff in a timely manner.
- Maintain all equipment and keep supplies inventoried.
- Take an active part in budgeting process and review of monthly P&L’s
- Respond to guest concerns quickly and courteously in a positive rational manner,

resolving issues in accordance with company philosophy.
- Maintain an active posture in total property operations, and a visible presence in

the community.
- Attain and maintain high guest service techniques. Train all employees in guest

service and in Signature skills.
- Maintain open communications with the General Manager. Inform them of any

unusual developments in Front Office Operations.
- Represent your place of business in a positive and beneficial way when making

contacts within the community.
- Update personnel forms by submitting information as changes in status occur
- Community involvement is expected and encouraged.

Supervisory Responsibilities:
Directly supervises all Front Desk employees. Carries out supervisory
responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include; planning, assigning, and directing work; appraising
performance; addressing complaints and resolving problems.
Schedule Requirements:
Must be available to work a minimum average of 40 - 50 hours per week,
including nights, weekends, holidays and specific shifts. Will vary depending on
business volume and staffing needs. Flexibility and knowledge of all positions a must.
Ability to respond promptly to staffing shortages and emergency situations. Position
requires occasional daytime and overnight travel for business meetings, conferences,
company retreats, etc.
Specific Job Knowledge, Skills & Ability:

- Considerable knowledge and familiarization with computer systems and

the internet, for registration, reservations, and back up systems.
- Adequate mathematical comprehension to understand and interpret
- Ability to read, write, speak and understand the English language to

communicate effectively with guests and employees.
- Knowledge of Microsoft Office products.
- Ability to analyze statistical data and make judgments accordingly
- Ability to effectively deal with internal and external customers, some of

whom will require high levels of patience, tact, and diplomacy to diffuse
anger, collect accurate information, and resolve conflicts.
Qualification Standards:
Education / Experience: Any combination of education, training, or experience
which provides the required knowledge, skills, and abilities. Hotel Front
Office experience preferred.
Licenses or Certificates: CPR Certification and/or First Aid Training preferred
Grooming: Must present a professional image. All employees must show up to
work with a neat, clean and well-groomed appearance as per Company's
guidelines and brand specific standards..
Physical Requirements:

- Must be able to walk a total of 8 hours in a day.
- Must be able to lift 30-40 lbs.
- Must be able to carry 20-35 lbs. up to a distance of 200 ft.
- Must be able to bend, squat, crawl, climb, reach above shoulder level,

kneel, grasp, push and pull.

Pay: $18.00 - $20.00 per hour

**Benefits**:

- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance

Work setting:

- In-person

Work Location: In person