Front Office Manager

4 weeks ago

Hebron, Maine, United States Cincinnati Airport Marriott Full time
Job Description:

The Front Office Manager is responsible for ensuring the smooth operation of the Front Office in a professional and courteous manner, providing all guests with quality service before and throughout their stay while maximizing room revenue and occupancy.

Key Responsibilities:
  • Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner.
  • Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel, and discipline all Front Office personnel according to company policies.
  • Develop employee morale and ensure training of Front Office personnel.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
  • Participate in the required M.O.D. program as scheduled.
  • Review Front Office staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee Schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain company policies regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  • 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, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain company policies in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk by company policies.
  • Ensure implementation of all policies and house rules. Understand hospitality terms.
  • Ensure sign-off of all Service Standards by Position for Front Office staff.
  • Assist in the preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies.
  • Establish and maintain a key control system.
  • Focus the Front Office Department on their role in contributing to the Guest Service and audit scores.
Requirements:
  • Long hours are sometimes required, and flexible to work any shift including holidays and weekends.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Ability to stand during the entire shift.
  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience is required. Labor experience and PMS/MARSHA experience required.
  • Marriott Hotels Front Office experience preferred.
  • Must be proficient in Windows, company-approved spreadsheets, and word processing.
  • Must have a valid driver's license from the applicable state.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel-required meetings and trainings.
  • Maintain regular attendance in compliance with company standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Comply with company standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by management.

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