Front Office Manager

KB Hotel Group is a family owned and operated hospitality Management Company. It started with a single property and has only grown from there! We have successfully operated Hilton, Marriott, IHG, and other top branded properties in our history. Our current team brings over 50 years of hospitality experience and excellence to the industry. We are always looking for talented individuals who can help take KB Hotel Group to the next level!

Our hospitality dreams begin with a vision:

We believe that the success in the hospitality industry begins with each individual employee at the property level. Our associates are given the ability to serve our guests and fulfill our hospitality promise - provide exceptional customer service and take personal responsibility to create an incomparable and superb experience for our guests.


Position: Front Office Manager
Location: Best Western -Richmond, IN

Requirements:
High School diploma or higher level education
3 years Hotel front office experience with a minimum of 1 year at the supervisory level
Must be a strong leader, self-motivator, and team builder
Must be able to work 3-11 pm and varying shifts and time schedules as needed (days, nights, weekends, and holidays).
Attendance is crucial to position.

General Responsibilities:
The front office Manager: directly supervises all front office personnel and ensures proper completion of all front office duties; directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas; ensures the proper appearance of the lobby and all public areas, including the complimentary breakfast area during their shift; and acts as the Manager on Duty (MOD) when scheduled as such by the General Manager.

General Account abilities:

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 companies 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 KBHG's standard operating procedures.

Supporting the Management and Development of Departmental Teams

1) Stays readily available/approachable for all employees
2) Extends professionalism and courtesy to employees at all times
3) Leads by example demonstrating self-confidence, energy and enthusiasm
4) Assists/teaches team managers scheduling against guest and hours/occupied room goals
5) Makes sure that staffing levels are appropriate to exceed guest expectations
6) Sets clear performance expectations with Department heads (employees).
7) Assists Department heads with constructive coaching and counseling
8) Solicits feedback for continuous improvement

Performance standards:

Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).

Other:

Performs other additional and related duties assigned by the supervisors and or the General Manager to provide service and teamwork in a timely and efficient manner in accordance with established company policies and procedures.

Meet and exceed Customer and Associate expectations by providing service and teamwork

Specific Essential Tasks/Duties:
* Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the Director of Operations
* 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
Specific Essential Tasks/Duties (cont.):
* 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
* Act as the Manager on Duty (MOD) when scheduled by the General Manager.
* 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 during your shift
* Conduct weekly departmental meetings, and individual meetings as needed
* Supervise delegated responsibilities and follows up
* Be proficient on the use of all front office equipment such as credit card machine, copier and fax
* Exhibit good leadership skills
* Inform the General Manager of any unique situations, or unusual developments in front office operations
* Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par
* Handle guest complaints effectively
* Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift
* Complete weekly schedules for front office and breakfast area staff as per standard operating procedures
* Understand the Chart of Accounts in order 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
* Minimizes safety hazards by practicing safety and following all safety rules and procedures.
* Projects a favorable image of the hotel to the public at all times.
* Adheres to all hotel policies and standard operating procedures (SOP's).
* Attendance is crucial to position.

Optimum Attributes:

Willing to take responsibility and accountability for the team
Pleasing Personality
Well-groomed and professional appearance
Good listener and team player
Emphatic and tolerant
Open with praise, discreet with criticism


Please submit your resume, cover letter and salary requirements to hr@kbhotelgroup.com.


KB Hotel Group is an Equal Employment Opportunity employer.

No calls please.