Front Office Manager

Responsible for all front office functions and staff

Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable

As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area

CORE WORK ACTIVITIES

Leading Guest Services Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example

Encourages and builds mutual trust, respect, and cooperation among team members

Serves as a role model to demonstrate appropriate behaviors

Supervises and manages employees

Manages all day-to-day operations

Understands employee positions well enough to perform duties in employees absence

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

Ensures recognition of employees is taking place across areas of responsibility

Communicates performance expectations in accordance with job descriptions for each position and monitors progress

Celebrates successes and publicly recognizes the contributions of team members

Maintaining Guest Services and Front Desk Goals

Achieves and exceeds goals including performance goals, budget goals, team goals, etc

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis

Develops specific goals and plans to prioritize, organize, and accomplish your work

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results

Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met

Understands the impact of Front Office operations on the Rooms area and overall property financial goals

Manages department controllable expenses to achieve or exceed budgeted goals

Managing Projects and Policies

Ensures compliance with all Front Office policies, standards and procedures

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

Supervises and managing employees

Managing all day-to-day operations

Understanding employee positions well enough to perform duties in employees absence

Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

Strives to improve service performance

Empowers employees to provide excellent customer service

Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement

Responds to and handles guest problems and complaints

Observes service behaviors of employees and provides feedback to individuals and/or managers

Managing and Conducting Human Resource Activities

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance

Establishes challenging, realistic and obtainable goals to guide operation and performance

Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns

Ensures employees are treated fairly and equitably

Manages employee progressive discipline procedures for Front Office Staff

Administers the performance appraisal process for direct report managers

Interviews and hires 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

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Analyzes information and evaluating results to choose the best solution and solve problems

Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner

Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence