Front Office Manager

JOB SUMMARY:

The Front Desk Manager is responsible for ensuring the operation of the Front Office in an attentive friendly efficient and courteous manner providing all guests with quality service before and throughout their stay while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.

Exempt managers must customarily and regularly direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative executive or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.

QUALIFICATIONS:

• 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.
• Must be proficient in Windows operating systems, company-approved spreadsheets, and word processing.
• Must have a valid driver’s license from the applicable state.
• Must be able to evaluate and select between alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations
• Must be effective in handling problems in the workplace including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at understanding the concerns and issues of both associates and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.

JOB RESPONSIBILITIES:

• Respond to all guest requests problems, complaints, and accidents presented at the Front Desk or through Reservations in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Front Desk personnel according to Aimbridge Hospitality S.O.P.'s.
• Prepare and conduct all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
• Conduct all 90-day and annual Front Desk employee performance appraisals according to S.O.P.s.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit reports and closely maintain daily house count.
• Attend all required room merchandising meetings with all appropriate 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.
• Ensure all end-of-the-month report dates are met i.e. Central Reservations Market Segment AAdvantage Travel Agent check registers etc.
• Review Front Desk 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. Present with Wage Progress Report to the General Manager weekly.
• Maintain Aimbridge Hospitality 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 promptly according to Aimbridge Hospitality S.O.P.'s.
• 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 simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use.
• Monitor the reservation processes to ensure Aimbridge Hospitality courtesy and up-selling techniques are maintained.
• 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.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Process and handle guest laundry (property specific).
• Ensure that employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Aimbridge Hospitality standards.
• Focus the Front Desk Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s special guests and requests.
• Maintain required parts of all front office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review the Front Office log book and Guest Request log daily.
• 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.

BENEFITS:

After an initial waiting period, those hired into full-time positions are eligible for a competitive benefits package that includes the following:

• Now offering Daily Pay! Ask your Recruiter for more details
• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life and AD&D Insurance
• Paid Time Off 
• Employee Assistance Program
• 401k Retirement Plan