Front Office Manager

Department: Rooms/Front Office

Reporting to: Assistant Director of Front Office and Director of Front Office

Job Purpose

The Front Office Manager oversees all aspects of the front office areas, including but not limited to guest registration, bell services, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Duties & Responsibilities 

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures. 
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints.  Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.  Develop action plans to correct any deficiencies.
• Responsible for maintaining a culture of accountability by addressing performance concerns, implementing corrective and disciplinary measures as appropriate, and investing in the training, coaching, and development of their employees.
• Managers are expected to enforce time and attendance policies, manage staff schedules to meet operational needs, and effectively control labor costs to ensure the department operates within budget.
• Monitor inventory and report any discrepancies to Director, Front Office.
• Review and reconcile OTA’s commissions and submit them to the accounting department monthly.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, etc.
• Supervise car service offered by the hotel and maintain hotel standards.
• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all front office areas.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Maintain procedures for securities of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with the hotel credit policy.
• In coordination with Guest Relations department, develop and maintain relationships with local fire, police, and emergency services.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Accounting, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Assist with any Housekeeping needs as necessary.
• Interact with outside contacts:  1.  Guests (to ensure their total satisfaction) 2.  Regulatory agencies (regarding safety and emergency matters) 3. Other contacts as needed (professional organizations, community groups)
• Perform other duties as assigned.
• May serve as “manager on duty” as required.

Qualifications & Requirements

• Understanding: Ability to read, comprehend and carry out instructions according to established procedures
• Comprehension: Fluent in the English language
• Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks
• Hygiene and Sanitation: Adherence to uniform, grooming, and personal hygiene standards and expectations per SOPs
• Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled
• Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently/
• Problem-solving, reasoning, motivating, organizational, and training abilities are used often.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• Problem-solving, reasoning, motivating, and training abilities are often used.

Physical Requirements

• Able to traverse spaces throughout the building as necessary
• Able to work standing for a minimum of 8 hours a day
• Periodical bending, kneeling, and stretching
• Able to pull, push, carry and lift at least 50 pounds
• Must be able to seize, grasp, turn and hold objects with hands
• Ability to use a keyboard to operate various property management and reservations systems, etc.

Desirable

• Bachelor’s degree in Hotel Management/Business Administration
• At least 3 years of work experience in Front Office/Guest Services
• Multi-lingual