Front Office Manager

JOB SUMMARY

Assists the Assistant General Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell Staff and Guest Services/Front Desk. Position directs and works with managers and employees to implement procedures, ensuring efficient check-in and check-out processes. Ensures guest and employee satisfaction and maximizes the department's financial performance.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality and standards, and meeting the customers' expectations daily.

• Develop specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settles disputes, resolves grievances, and conflicts, or otherwise negotiates with others.

• Supervises staffing levels to meet guest service, operational needs, and financial objectives.

• Ensures regular ongoing communication with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.

• Understands the impact of the department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting the Management of the Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serving as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Responds to and handles guest problems and complaints.

• Set a positive example for guest relations.

• Empower employees to provide excellent customer service.

• Observe service behaviors of employees and provide feedback to individuals.

• Interacts with customers to obtain feedback on the quality of products, service levels, and overall satisfaction.

• Ensures employees understand customer service expectations and parameters.

• Interacts with guests to obtain feedback on product quality and service levels.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same-day selling procedures to maximize room revenue and control property occupancy.

• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaches, mentors, or otherwise helps others improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

• Bring issues concerning employee satisfaction to the department managers' and Human Resources' attention.

• Assists as needed in interviewing and hiring employee team members with the appropriate skills.

• Supports a departmental orientation program for employees to receive the appropriate new hire training to perform their jobs successfully.

• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Manages any accounting-related processes (AR/AP/Checkbook Management/etc) as directed by the AGM.

• Supports hotel operations.

• Responsible for completing any assigned tasks by the AGM/GM.

• Prior hotel managerial/supervisory experience preferred.

The anticipated compensation range for the position for applicants working in NYC is $70k-75k annually. The annual salary offered to a successful candidate will depend on several factors, including but not limited to years of experience in the job and the required industry, education, etc.