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Front Office Manager

4 weeks ago

Voorhees, United States Holiday Inn Express Full time

Manage Front Office operations to achieve high levels of customer satisfaction by providing quality service and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.

Duties and Responsibilities Essential

2. As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

3. Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. Handle accounting reconciliation for third party bookings. Ensures advance purchase is completed on a weekly basis.

4. Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

5. Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

6. Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

7. Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary. Ensure property walk throughs.

8. Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

9. Order supplies as needed to provide quality customer service.

10. May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.

11. Must be willing to cover any and all shifts/call-outs by Front Desk Agents.

12. Must be willing to work a varying schedule open to any and all shifts.

13. Other duties as assigned by senior management.

**Work Experience**

Knowledge and Skills Requirements
- Sound working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.
- Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.
- Good management/supervisory skills.
- Excellent interpersonal and written/verbal communication skills.
- Excellent proficiency with Front Office computer systems; intermediate proficiency with Word, Excel, and MS Outlook.
- Excellent command of the English language; second language proficiency desirable.
- Opera PMS experience not a must, but strongly preferred.
- **IHG experience strongly preferred; must have at least 1 year of front office manager experience or 3 years of front desk agent experience to be considered.**

Pay: $40,000.00 - $45,000.00 per year

**Benefits**:

- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Referral program
- Vision insurance

Schedule:

- 10 hour shift
- Day shift
- Evening shift
- Holidays
- Night shift
- On call
- Overnight shift
- Weekends as needed

Work setting:

- In-person

Application Question(s):

- Are you willing to cover any and all shifts as needed by the business? This can include working doubles, or covering overnight shifts if another staff member calls out?

**Experience**:

- Hotel experience: 3 years (required)
- Hotel management: 1 year (required)

Work Location: In person

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