Front Office Manager

POSITION PURPOSE:

Manages Front Office Operations to insure profitability, control costs and quality standards to ensure total guest satisfaction. Oversees front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.  Compiles and prepares financial reports, including: rate and availability calendar. Interviews, trains, supervises, counsels, schedules and evaluates staff. Provide leadership and guidance to Front Office staff ensuring consistent Forbes Five Star Standards are provided.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS:

Average Percent of Time

25% Encourages a team spirit amongst staff members with leadership and guidance. Leads daily pre-

Shifts, conducts daily training and service shops and disciplines where appropriate.

25% Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.

20% Uses creative management skills to solve problems. Ensures compliance with Trump Hotels standards to ensure consistent high quality guest relations. 

10% Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and good judgment.

10% Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

SUPPORTIVE FUNCTIONS 

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company. 

• Handles guest relocations as required. 

• Prepares daily forecast of expected arrivals and departures. 

• Participate in Lobby Greeter and Manager on Duty Program requiring weekend stay over, constant monitoring throughout the hotel and troubleshooting problems.

• Expedites all requests by guests.

• Performs duties as assigned by Director of Front Office and Director of Rooms

• Attends Leadership meetings on behalf of Director of Front Office to obtain and disseminate pertinent information.

PHYSICAL REQUIREMENTS: 

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours 

Physical Activity Frequency 

Walking, standing  Constant 

Crouching/Bending/Stooping  Frequent 

Pushing/Pulling  Occasionally 

Stooping  Constant 

Twisting  Constant 

Lifting and carrying  Frequent up to 20 pounds. 

Reaching  Constant 

Grasping  Constant 

Talking  Constant 

Hearing