Front Office Manager

Purpose for the Position:

To maintain a high quality of services offered to guests through management of the functional areas of

reservations, guest registration, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel.

Responsibilities include:

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Maintains standards of guest service quality.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Develops short term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
• Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Manages in compliance with established company policies and procedures.
• Manages in compliance with local, state and federal laws and regulations.
• Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Receives departmental related guest complaints and ensures corrective action is taken.
• Schedules staff according to labor standards and forecasted occupancy.

• Ensures staff uses correct guest interaction skills.
• Performs other related duties as required.
• Ensures cross-selling of other Naman Hotels by hotel staff.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Rewards employees who use their empowerment to meet or exceed guest expectations

This job involves:

• Teaching, mentoring, and directing hotel staff.
• Close working relationship with all department heads.
• Demonstrating self-confidence, energy and enthusiasm at all times.
• Being comfortable with the high level of visibility and the leadership role within the hotel and community.