Front Office Manager

Job Summary:

The Front Office Manager is responsible for all front office functions. They direct and work with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. The Front Office Manager strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.

Duties:

• Leading Front OfficeTeam
  • Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity
  • Encourage and build mutual trust, respect, and cooperation among team members
  • Serve as a role model to demonstrate appropriate behaviors
  • Supervise and manage employees. Manage all day-to-day operations
  • Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
  • Ensure recognition of employees is taking place across areas of responsibility.
  • Communicate performance expectations in accordance with job descriptions for each position and monitor progress
  • Celebrate successes and publicly recognize the contributions of team members

• Maintain Front Office Goals
  • Achieve and exceed goals including performance goals, budget goals, team goals, etc.
  • Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
  • Develop specific goals and plans to prioritize, organize, and accomplish your work.
  • Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results
  • Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understand the impact of Front Office operations on the Rooms area and overall property financial goals.

• Managing Procedures and Policies
  • Ensure compliance with all Front Office policies, standards and procedures.
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOP) and the Collective Bargaining Agreement.

• Ensuring Exceptional Customer Service
  • Provide services that are above and beyond for customer satisfaction and retention.
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations.
  • Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience
  • Respond to and handle guest problem and complaint
  • Observe service behaviors of employees and provide feedback to individuals and/or managers

• Managing and Conducting Talent & Culture Activities
  • Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Solicit employee feedback, utilize and “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns
  • Ensure employees are treated fairly and equitably.
  • Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation

• Additional Responsibilities
  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Analyze information and evaluating results to choose the best solution and solve problems
  • Inform and/or update everyone concerned on relevant information in a timely manner
  • Identify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrence
  • Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate