Rooms - Front Office Manager

BASIC FUNCTION: The Front Office Manager is responsible for overseeing all aspects of the Front Office operation.  Including, but not limited to, ensuring customer satisfaction (internal and external), financial performance, and employee relations.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

This position requires a minimum of 2 years of Front Office or Reservations experience in a hospitality role!

High school graduate or equivalent.

Four-year college degree, preferably in the hospitality industry.

Two years experience in a similar resort or conference center.

Two years of management experience in Front Office or Reservations.

Ability to lead a team in an upscale hospitality venue.

General computer proficiency.

Pleasant phone demeanor.

Advanced knowledge of Front Office computer systems, including the ability to solve system related problems.

ESSENTIAL FUNCTIONS:

Reports to Director of Operations

Supervise the training of all Front Office employees and motivate them to perform their jobs effectively.

Responsible for ensuring that the Front Office is in compliance with all systems, control policies and procedures.

Monitor and control payroll and other expenses including damaged vehicles.

Development and monitoring of the Front Office budget.

Responsible for the overall implementation of the Manager on Duty program in conjunction with the General Manager.

Assume Manager on Duty shifts and assign shifts to Assistant Front Office Managers.

Develop and maintain open lines of communication within the department and with other departments within the property.

Resolve guest problems expediently and in a professional manner.

Ensure exceptional guest service is delivered at the front desk, concierge and guest services.

Conduct monthly Front Office meetings.

Schedule staff to reflect daily occupancy and make sure schedule is concurrent with the arrival and departure pattern.

Direct the efforts of the Assistant Front Office Managers, Front Desk Supervisors, Concierge, Guest Service Agents and Front Office Agents.

Attend required meetings as a representative of the Front Office.

Attend property committee meetings, i.e. holiday, technology and safety.

Handle disciplinary action, coaching and counseling sessions and related personnel issues.

Ensure all group rooming lists are accurate and to coordinate any special group requests.

Delegate work among the staff in an equitable manner.

Oversees Valet Management to ensure compliance with all systems, control policies and procedures and guest service delivery.

MARGINAL FUNCTIONS:

To be a member of the Emergency Response Team (ERT).

To assist other departments as required.

Will perform additional duties as requested by the Managing Director and/or the Director of Operations.

ENVIRONMENT:  Office setting, with overhead lighting and comfortable ventilation.