Front Office Manager

3 weeks ago

Reston, United States AC Hotel by Marriott Reston Residence Inn by Marriott Reston Full time

AC Hotel and Residence Inn by Marriott opening in October 2024, is nestled comfortably adjacent to Reston Town Center Metro Station and the vibrant Reston Town Center. Embrace a lifestyle of ease and vibrancy where transportation, entertainment, and shopping are just step’s away.

**Position Summary**:
The Front Office Manager is responsible for supervising, managing and overseeing the front office operations and personnel of the front desk and night audit.
- Hire, train, counsel and motivate department personnel, payroll administration for department personnel, and conduct all department personnel performance appraisals.
- Schedule staff according to budget guidelines.
- Assist the General Manager in resolving guest complaints concerning the front office.
- Establish effective front office communication and information system through logs, department meetings, and coaching and counseling. Set clear standards for employees and communicate all goals and results.
- Work closely with housekeeping, engineering, catering and sales to assure groups, guests, and special functions are handled smoothly.
- Ensure guest special requests are fulfilled.
- Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
- Train employees on emergency procedures.
- Train staff and ensure that the proper cash handling policies are in place and being followed.
- Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
- Responsible for training staff on new brand, hotel marketing, guest service promotions and/or advertisements.
- Responsible for training and monitoring staff on hotel and/or brand standards for guest services.
- Hold monthly training and staff meetings.
- Responsible for ordering and maintaining Front Office supplies and equipment according to and within budget.
- Responsible for maintaining and reporting problems with Front Office POS.
- Responsible for training staff on POS systems to include Front Desk, PBX, movies, and telephone call accounting systems.
- Responsible for training staff on guest safety issues including but not limited to privacy issues and key control.
- The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and employees may be asked to work shifts other than those they prefer or normally work. Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

**Secondary Responsibilities**:

- Coordinate wait-listed reservations with the sales department.
- Administer the hotel’s direct bill accounts, as directed by the General Manager.

**Education and Experience**:

- Solid experience in Front Office operations including front desk, reservations, and PBX.
- Must have supervisory experience.

**Skills and Abilities**:

- Clear, concise written, and verbal communication skills.
- Strong customer service orientation and skills.
- Superior interpersonal skills. Ability to get along with diverse personalities, tactful, and flexible.
- Excellent listening skills
- Ability to stand for a long period of time.
- Ability to work in a fast-paced environment.
- Ability to maintain control and composure in difficult situations and exhibit good judgment.

**Benefits**:
Because we know accomplishing our success begins with our employees, we offer a comprehensive benefits package which includes Medical, Dental, Vision, Flexible Spending Accounts (FSA), STD, LTD, Employee Assistance Program, Life and Supplemental Insurance, Paid Time Off (PTO), 401(k), and Hotel Room Discounts.

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