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
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 Director of Rooms. 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, Guest Service Captains, Lead Concierge, 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.
To be a member of the Emergency Response Team (ERT). To assist other departments as required. Will perform additional duties as requested by the Director of Rooms.