Front Office Manager

REPORTS TO:                      General Manager

STATUS:                              Exempt

EXPECTED SHIFT:                 All Shifts Depending on Business Level

UNIFORM:                          Blouse or button up shirt, Slacks, Suit Jacket or Sport Coat, Dress Shoes

JOB SUMMARY: The Front Office Manager oversees all front desk operations to ensure exceptional guest service and efficient hotel operations. This role is responsible for managing the front office team, optimizing occupancy and revenue, and maintaining high standards of hospitality in alignment with the hotel’s unique brand identity.

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Physical abilities:

Standing for a minimum of 5 consecutive hours

Walking for a minimum of 5 consecutive hours

 Crouching (Bend at knees)

Stooping (Bend at waist)

Twisting (knees, waist, and neck)

Balancing

Reaching (overhead extension)

Handling and grasping

Dexterity/feeling

Pushing/pulling:

Lifting/carrying a maximum of 50 lbs.

                                                                                                   __________________________

Working Environment:

Exposure to high stress situations, i.e. intoxicated guests, invalid credit cards, injuries

Exposure to criminal activity i.e. trespassing, theft, public intoxication

Exterior of hotel with exposure to weather conditions.

Constant interaction with guests and employees

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Duties AND Responsibilities:

Display exceptional knowledge of guest rooms and amenities

Complete injury/ incident reports for guests and employees

Be on the lobby during peak hours and special events

(7:30AM – 9:30AM, 4PM to 7PM)

Review arrivals and departures for special requests and billing notes

Complete MOD checklist on scheduled shifts

Review the credit check report and additionally authorize as needed

Perform lock out if authorization declines

Ensure front desk agents complete the shift checklist

Verify room inspections are on pace

Review Out of Order/ Service rooms and verify if needed

Verify all amenities are submitted in Alice and are completed

Ensure room service orders taken at the front desk are entered per hotel standard

Complete annual reviews for designated associates

Participate in any off-site events

Attend Managerial meetings such as Behind the Scenes, Daily Stand Up, Standing Ovation, Safety

Schedule and host monthly Bravo meeting

Front Desk Agents and Night Auditors

Create and assign weekly trainings.

Schedule monthly office deep clean

Ensure lost and found items are appropriately logged and stored

Storage to be cleaned out monthly

Ensure staff is adhering to all service standards and codes of conduct

Purchase gift shop and signature scent items

Purchase office supplies for hotel staff

Review financials on a daily/ weekly basis

Input forecast into Hotel Effectiveness

Schedule employees according to Hotel Effectiveness specifications

Review Daily Check in Hotel Effectiveness daily and address any potential overages

Communicate all special events to Front office staff

Source and participate in events that help promote Hotel and Outlets

Schedule continuous staff training on liquor, beer, wine, and food

Ensure room service and amenities are delivered according to company standards

Have comprehensive knowledge of hotel systems such as Tabit, Alice, Stay N Touch, Open Table, Actabl

Be proficient in Microsoft Word, Excel, and PowerPoint