Front Office Manager

Job Purpose:

To manage all services provided by the Front Office department in order to maintain the highest level of courteous, professional, and efficient service to all guests. Plan, organize, and maintain daily checklist per shift to meet the demands of the hotel guests in an effective and efficient manner. Ensures that the department is up to and above hotel standards and presents a professional manner at all times. Assist the Guest Services/Transportation Departments as needed.

Job Responsibilities:

• To monitor and improve the performance and consistency of the department. This includes the coordination of the monitoring and discipline of all staff members to include implementation of a job skills training list/ manual and program to assist them. Establish goals with all the team members and monitor their progress on these goals. Assist, coach, and instruct regarding these goals as necessary.
• Ensures all team members are being coached on empowerment to ensure guest satisfaction.
• Design and implement sustainable procedures to achieve Front Office e-Check-In registration at the desk and recognize guests membership program.
• Ensures that the Front Desk is consistently interacting with guest and is moving outside of pods to ensure a warm welcome to all guest arriving/departing the hotel.
• Coordinates VIP, e-checkin and special needs reservations to ensure consistency with profiles and reservations request.
• Monitors department checklists daily to ensure completion. These checklists will be turned in to the manager on duty at the end of each shift. Follow-up with staff when tasks have not been completed.
• Encourages improvement and empowerment.
• Ensures the staff is monitored to meet the hotels standards on performance.
• Ensures the team is provided with as much positive reinforcement as negative reinforcement and discipline. Ensures constant feedback, both positive and negative is being relayed to the team members and updated in their files.
• Continuously monitors the performance of the teams in soliciting guest comments. Handle discipline and encouragement in this area. Ensure hotels goals are achieved in this area and the information is relayed to other departments in a timely manner.
• Assess the impact of business changes on the departments schedule and ensure immediate reaction.
• Ensures an environment of empowerment in the Front Office in which each team member is comfortable

taking action they believe by their own discretion is in the best interest of the guest and the hotel.
- Other duties as assigned

Job Skills:

• Able to work flexible shifts, primarily PM shifts (3-11pm).
• Able to work night audit shifts as needed.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex
• Ability to listen effectively and to speak English clearly.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Hearing and visual ability to observe and detect signs of emergency situations
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to push/pull cart/ table weighing up to 150 lbs.; grasp, lift to waist and carry items weighing up to 50 lbs.
• Ability to communicate verbally and in writing in order to provide leadership, and delegate where necessary.
• Strong leadership skills.

Qualifications Standards

Education:

High school graduate or equivalent preferred. College degree preferred.

Experience:

Minimum 2-year hotel/hospitality experience.

Minimum 2-year supervisor/manager role experience.

License/Certificates:

N/A

Zachry Hotels offers an industry leading benefits package for our Team Members including:

• Medical, Dental and Vision Insurance
• Life Insurance
• 401k
• Paid Leave
• Referral Bonus Program
• Employee Assistance Program
• Paid Time Off Program
• Hotel Discount Program
• And Many More