FRONT OFFICE MANAGER

Reports To.
General Manager Requirements.
High School diploma or higher-level education.
3 years of hotel front office experience with a minimum of 1 year at the supervisory level.
Salaried Employees.
Must be willing to work 50+ hours per week; at a minimum of 5 days per week.
Willing to work the evening shift.
General Responsibilities.
Directly supervise all front office personnel and ensure proper completion of all front office duties.
Direct and coordinate the activities of the front desk, reservations, and guest services.
Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.
Primary Functions.
Revenue Financial.
Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools.
Constantly seek new ways to increase room revenue and occupancy.
Rates.
Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
Sales & Marketing.
Work closely with the sales team and capitalize on all revenue opportunities.
Profit Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
Quality                                                                                                         Guest Service.
Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction.
Leadership Leading.
Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
Work Ethic.
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 FHG’s Standard Operating Procedures.
Specific Responsibilities.
Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
Responsible for the Night Audit.
Be proficient on the use of the Property Management System, and train front desk personnel on the system.
Have a good understanding of all of hotel operating procedures.
Enforce all existing and new policies and procedures with the front office and breakfast area staff.
Maintain proper staffing in all front office areas and the breakfast area.
Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
Conduct regular performance reviews of front office and breakfast area staff.
Constantly monitor front office communications logs.
Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
Conduct weekly departmental meetings, and individual meetings as needed.
Supervise delegated responsibilities and follows up.
Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
Inform the General Manager of any unique situations, or unusual developments in front office operations.
Handle guest complaints effectively.
Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services.
Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift.
Required to cover all 3 shifts when there is a consecutive call off.
Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures.
Understand the Chart of Accounts to code the invoices for the front office and the breakfast area.
Process reservations by mail, telephone, fax, and central reservation systems referrals.
Process reservations received from sales office and other hotel departments.
Have complete knowledge of room types and offered rate plans.
Open and close out discount rates on reservation systems when applicable.
Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
Process cancellations and modifications to reservations.
Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
Optimum Attributes.
Effective communication skills Open with praise, discrete with criticism Self-motivated Effective leadership skills Pleasant personality Well-groomed and professional appearance Effective customer service skills Performance Standards.
Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).
Source.
Hospitality Online