Front Office Manager
4 weeks ago
The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department at the Garden of the Gods Resort and Club. This includes managing the Front Desk, Concierge, Valet, Reservations, and PBX teams to ensure exceptional guest satisfaction and comfort.
Key Responsibilities- Oversee daily operations of the Front Office Department, including the Front Desk, Concierge, Valet, Reservations, and PBX teams.
- Ensure the highest guest satisfaction and comfort is met by providing support, training, mentorship, and guidance to the team.
- Act as a manager on duty when on property to ensure the safety and security of guests, members, and staff.
- Assist the Senior Vice President of Operations with long-term strategies for the Rooms Department.
- Ensure effective communication between the Front Office and Housekeeping, as well as other departments, on guest needs, traces, arrival times, room moves, and amenities.
- Properly maintain procedures for group reservations, billing, and attending to their specific needs.
- Attend Group pre-cons to represent the Front Office Department.
- Ensure effective handling of group billing.
- Be part of the annual budget process, creating budgets for the Front Office Department.
- Control labor and expenses on a daily, weekly, and monthly basis through effective expense and labor controls.
- Review and analyze the monthly P&L and make adjustments to stay within the budgeted guidelines.
- Ensure departmental financials are kept, including invoicing and POs.
- Ensure effective scheduling, filling open positions through interviewing candidates, and reviewing bi-weekly payroll for accuracy.
- Create and implement SOPs where needed to maintain efficiency and guest service.
- Monitor guest satisfaction through glitch reports, guest comment logs, and Unifocus follow-up.
- Be readily available to speak and interact with guests.
- Follow-up with guest complaints as needed.
- Act as Manager on Duty for the entire property when on duty.
- Meet and greet VIP clients and guests.
- Attend property meetings and provide updates on initiatives within the department.
- Foster a culture of discipline, accountability, and consistency within the department.
- Follow-up with other department heads on cross-departmental issues, including finance, S&M, HR, as needed.
- Review OOO and OOS reports with the SVP - Ops and VP - Engineering.
- Greet every guest, member, and team member with set standards and set a positive tone for every interaction.
- Embody the STRATA virtues through interactions, performance, and commitments.
- Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
- Be empowered to make things go right if they go wrong.
- Give the guest/member a fond farewell.
- Address feedback using the LEARN Model.
- Demonstrate a professional appearance and be attentive to what matters most.
- Comply with company policies and procedures.
- Observe and adhere to safety guidelines.
- Perform other duties as assigned.
- Interface positively with other departments, offering assistance when needed.
- Displays care in use of equipment and maintains an organized and professional work environment.
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