Front Office Manager

As Front Office Manager, you would be responsible for managing operations of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.  

Job Duties & Functions:

• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk/ Guest Services or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction 
• Motivate, train, coach, counsel and discipline all Front Office personnel according to brand S.O.P.'s 
• Prepare and conduct all Front office/ Guest services interviews and follow hiring procedures according to brand guidelines.  
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count 
• Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy 
• Review assigned staff's worked hours for payroll compilation and submit to Accounting on a timely basis 
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to senior management weekly 
• Work closely with Accounting on follow-up items, i.e., returned checks, credit cards reconciliations, employee discrepancies, etc. 
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming 
• Monitor proper operation of the P.B.X. console and ensure all guest requests are answered timely.  
• Train and audit the team on cash handling and shift closing procedures. 
• Lead monthly all-employee team meetings and any other functions required by management 
• Be aware of all rates, packages and promotions currently underway 
• Performs other duties and attends meetings, as assigned by hotel/department leadership 

Education and Experience:

• 2 years of front of the house management experience in a luxury or lifestyle hotel/resort.  
• Strong understanding of Forbes/ AAA brand standards is preferred.  
• Hospitality Management degree is preferred. 
• In depth understanding of Opera and reservations platforms is a must.   
• Proficiency in Microsoft Office is a must. 
• Experience with hiring and coaching team members.  
• Experience with purchasing systems/processes and managing expenses is a must. 
• Flexible schedule, able to work evenings, weekends, and holidays when needed.