Front Office Operations Manager

3 days ago

Nashville, Tennessee, United States Aimbridge Hospitality Full time

Overview

Aimbridge Hospitality, a global leader in third-party hotel management, is seeking a skilled Front Office Operations Manager to join our team. As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries.

About the Role

We are looking for a seasoned professional to oversee the operation of the Front Office in an attentive, friendly, efficient, and courteous manner, providing quality service to guests while maximizing room revenue and occupancy. This role involves overseeing the Front Office functions during overnight hours, ensuring compliance with brand and company standards.

Key Responsibilities

  • Respond to guest requests, problems, complaints, and accidents presented at the Front Desk or through Reservations in an attentive, courteous, and efficient manner.
  • Motivate, coach, counsel, and discipline Guest Services personnel according to Aimbridge Hospitality's S.O.P.s.
  • Ensure compliance with brand and company training using the steps to effective training according to Aimbridge Hospitality standards.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.s.
  • Conduct all 90-day and annual Guest Service employee performance appraisals according to S.O.P.s.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, monitoring credit reports, and maintaining close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all necessary reports and documentation to establish select sell guidelines and implement appropriate restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in required M.O.D. program as scheduled.
  • Be responsible for developing a manager assigned by the Corporate Office, including sign-off on all competencies, and assist in their placement.
  • Ensure all end-of-month report dates are met, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, etc.
  • Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements, presenting the Wage Progress Report to the General Manager weekly.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Aimbridge Hospitality's S.O.P.s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  • Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality's S.O.P.s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  • Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure employees maintain Aimbridge Hospitality's S.O.P.s in its use.
  • Monitor the process of taking reservations, ensuring that Aimbridge Hospitality's courtesy and up-selling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality's S.O.P.s.
  • Ensure implementation of all Aimbridge Hospitality policies and house rules.
  • Understand hospitality terms.
  • Operate radios efficiently and professionally in communicating with hotel staff, ensuring the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Attend weekly staff meetings and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards.
  • Obtain all necessary information when taking room reservations.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway.
  • Follow and enforce all Aimbridge Hospitality hotel credit policies.
  • Process and handle guest laundry (property specific).
  • Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
  • Establish and maintain key control systems.
  • Ensure participation within the department for monthly Aimbridge team meetings.
  • Focus the Guest Services Department on their role in contributing to guest service scores.
  • Monitor all V.I.P.'s, special guests, and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review the Front Office log book and Guest Request log on a daily basis.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Be familiar with all corporate-sponsored programs, such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
  • Conduct meetings according to Aimbridge Hospitality standards as required by management.
  • Other duties as required.

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