Front Office Manager

Summary of Position

The Front Office Manager will serve as a key point of contact for both hotel guests and associates while supporting all departments. They will serve as a role model for Buckhead America’s culture and will work in a hands-on capacity to maximize efficiency and profitability while creating a positive work environment that results in exceptional guest and associate experiences. This is a salaried position with a range of $42-45k/year.

Requirements

• Has a minimum three (3) years of hotel management experience.
• Effective verbal and written communication skills in English.
• Willing and able to sign Buckhead America Hospitality non-disclosure and non-compete agreements.
• Willing to work weekends and holidays based on business needs.
• Possess an in-depth understanding of tools, spreadsheets, and methods for analyzing data.
• Ability to deal effectively with a diversity of individuals at all organizational levels.

General Responsibilities

• Have an in depth understanding of and effectively execute and monitor the results of all Buckhead America’s Operations, People and Culture, Accounting, Sales and Marketing, Revenue Management and Food and Beverage procedures and policies.
• Have an in depth understanding of all Franchise standards, requirements, and changes.
• Directly manage, supervise, motivate, mentor, coach, and counsel all Guest Services Associates.
• Serve as a support resource for associates in all departments.
• Ensure effective communication and collaboration between all hotel departments.
• Monitor and ensure completion of daily, weekly, and monthly activities in all supported departments.
• Consistently monitor and control expenses of department.
• Ensure exceptional guest and associates experiences are delivered consistently and effectively.
• Be a Brand Champion for the hotel.
• Be a Culture Ambassador for the hotel.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Specific Responsibilities

• Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Operating Procedures.
• Ensure all standards, policies, procedures, and guidelines within Buckhead America’s Operations Department are compliant.
• Conduct daily property walks and quality checks to drive exceptional service and guest satisfaction at all points of contact, to include Guest Services, Food & Beverage and Facilities.
• Conduct guest room inspections to drive exceptional quality and guest satisfaction.
• Assist in all aspects of Buckhead America Hospitality and Franchise Preventative Maintenance Programs, in collaboration with the Housekeeping Manager.
• Maintain a high personal visibility throughout the property.
• Directly manage all hotel administrative processes such as inventory, staffing, training, and budgeting/finance to ensure proper planning and organization.
• Maximize profitability across all departments by contributing to, supporting, and implementing Buckhead America’s business strategies.
• Ensure quality of product is maintained per Buckhead America’s minimum standards.
• Ensure high level guest and associate experience is maintained per Buckhead America’s standards
• Be proficient on the use of the property management system, credit card processing, and point of sale equipment to use and provide training.
• Make recommendations and implement changes to meet and exceed company objectives.
• Provide support to the sales team, take an active role in the preparation and implementation of the hotel’s annual Marketing plan to capitalize on all revenue opportunities.
• Gain and maintain excellent knowledge of local competition and general industry trends.
• Stay updated on Brand requirements, standards, and changes.
• Directly manage all Franchise loyalty program procedures to ensure standards are met.
• Ensure all Brand scores are meeting and/or exceeding Buckhead America’s minimum standards.
• Complete bank deposits, audit cash banks and perform other accounting-related functions.
• Hire, train, motivate and coach team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.
• Directly manage all onboarding and training for new associates per Buckhead America Standards.
• Ensure all associates are trained on emergency and security procedures and policies.
• Monitor and evaluate associate time keeping including associate scheduling, reviewing punches, approving weekly time sheets and daily labor monitoring to Buckhead America’s labor standards.
• Provide continuous feedback and/or recognition to all direct reports.
• Fully understand and perform all duties of Housekeeping Positions, Guest Services, and F&B.
• Other tasks, projects and duties when needed, as assigned by the General Manager.

Optimum Attributes:

• Willing to take responsibility and accountability for the team.
• Strong attention to detail & ability to multitask.
• Epitomize professionalism.
• Determined and motivated to meet and exceed expectations.
• Reliable, responsible, and dependable
• Highly developed verbal and written communication skills
• Motivating team player
• Active & attentive listener
• Open with praise; discreet with criticism.
• Emphatic and tolerant
• Consistent and influential
• Rational, prudent, and practical

Performance Standards:

• Guest Surveys and Internal Reviews