Front Office Manager

Position Summary

Assists in managing all aspects of the front desk operations, including reservations, guest services, and team mentoring. Represents the hotel throughout all stages of the guest's stay by working with all hotel personnel to ensure every guest experiences a superior stay. This position is differentiated from the Front Desk and Night Auditor positions by a focus on leadership and management skill development. 

Our staff prides itself on providing outstanding hospitality to our guests, and our Front Desk team is a significant part of this.

Essential Duties and Responsibilities

The following essential duties may be carried out with or without reasonable accommodation:

• Performs all duties of the Front Desk Agent, including:
• Receives incoming communications via phone, computer, or other electronic communication and responds appropriately with emphasis on outstanding guest service.
• Delivers amenities to guests' rooms.
• In the absence of bellperson or housekeeping, handles minor maintenance tasks.
• Keeps workspace tidy and guest ready.
• Maintains an inventory of vacancies, reservations, and room assignments
• Processes same day reservations, future reservations, and cancellations
• Knows room locations, types of rooms available and room rates
• Registers arriving guests and assigns rooms
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all updates
• Coordinates guest room maintenance work with the maintenance division
• Uses persuasive selling techniques to sell rooms, encourage participation in brand loyalty program, and to promote other hotel services.
• Ensures knowledge of daily activities and meetings taking place in the hotel and reports any unusual occurrences to the manager or assistant manager
• Manages and resolves all guest complaints in a professional and courteous manner and involves management according to their direction on how to handle complaints
• Processes guest check-outs and handles monetary transactions and ensures customers' privacy is maintained
• Maintains a high level of professional appearance and demeanor.
• Assists in the hiring, training, and coaching of staff according to company policies and federal, state, and local laws.
• Assists in finding shift coverage or covering shifts
• Helps in the creation and implementation of new programs designed to eliminate waste and increase productivity
• Assists in preparing work procedures and work schedules to ensure a smooth operation
• Receives, investigates, and acts upon complaints from guests and employees; ensures all guest service issues are resolved according to management guidelines
• Leads by example and serves as a resource for other team members
• Participates in facility inspections daily to ensure that cleanliness, safety, and other standards are being followed
• Maintains awareness of policies and procedures and addresses those that are not being adhered to, escalating as needed
• Participates in review of comps, local market trends, and related reports to set appropriate rates.
• Enters data into CottonTree Management (CTM) database
• Follows all policies and procedures
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Serves as a departmental lead for Front Desk team. Responsibilities include but are not limited to: setting of priorities, training, and coaching of staff. Carries out responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participating in interviews, providing input on hiring decisions, and training employees; planning, assigning, and delegating work; and assisting in addressing complaints and resolving problems.

Property-Specific Essential Duties

• Assists in lounge with running food, serving tables, clearing tables, and other related tasks as situations require.

Other Duties and Responsibilities Performed Occasionally

• May serve as manager on duty.
• Other duties as assigned by manager.

Knowledge, Skills, and Abilities

• Ability to communicate with guests, hotel staff, and management in a professional manner
• Knowledge of surrounding areas and local events
• Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures
• Able to properly secure guest information
• Ability to learn policies and procedures
• Skilled in the use of front office equipment and telephone etiquette
• Ability to work a flexible schedule, including weekends and holidays.
• Ability to use common internet services quickly and accurately.
• Proficiency in computer keyboarding and general computer literacy.
• Problem solving skills. Excellent customer service and de-escalation skills.
• Service and customer orientation.
• Ability to apply good judgment within defined guidelines and rules.
• Physical ability to stand or remain stationary at front desk for majority of shift
• Sufficient ability to traverse interior of property.

Education and Experience

• High school diploma or equivalent preferred.
• Previous hotel-related experience preferred.
• Minimum 16 years old.