Front Office Manager

MANAGEMENT AND HOTEL EXPERIENCE PREFERRED

JOB OVERVIEW

The FOM is responsible for the effective operation of the front desk. Ensuring excellent customer service, and 100% guest satisfaction. FOM is the liaison between the hotel and guests.

HOURS

Hours are full-time and vary according to business and scheduling demands. Weekend work is required, and holiday work is necessary. Must be able to work a varying schedule on a day-to-day and week-to-week basis.

CREDENTIALS AND EXPERIENCE

• High school diploma or GED required.
• College Degree in hospitality or a related field preferred.
• One-year of hotel or related hospitality experience preferred.
• Previous experience in Customer Service.
• Minimum one-year previous hotel front office supervisory experience with training responsibilities preferred.
• Valid Driver's License and good driving record required, as established by the hotel's driving policy.

PHYSICAL DEMANDS

• Able to move up and down stairs for property walk-throughs and for emergency and security purposes.
• Ability to walk, stand, and or sit 1/3 to 2/3 of the workday.
• Ability to talk and hear.
• Stand for extended periods of time.
• Able to lift 50 pounds.
• Able to move quickly and easily around the hotel to complete tasks and attend to situations in a timely
• Ability to work in an office environment with a moderate noise level.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent customer service and communication skills required.
• Cash handling skills required.
• Basic computer knowledge including MS Office, Word, and Excel required.
• Must be able to effectively use the hotel's property management systems i.e., Jonas Chorum, MICROS POS and Infor.
• Must be detail oriented and can efficiently multi-task and prioritize daily events and assigned projects.
• Must have a friendly and outgoing personality.
• Ability to handle stressful customer service situations required.
• Knowledge in interpreting budgets and business plans.
• Able to make decisions quickly and independently.
• Excellent management skills required.
• Understands or can learn hotel booking procedures as it relates to the InnTowner Front Desk.
• Fluent in English, knowledge of other languages beneficial.
• Must maintain a professional, neat, clean appearance and practice good personal hygiene.

FRONT DESK OPERATIONS

• Training, performance reviews, disciplinary action, scheduling of and assigning tasks to all positions under the Front Office as defined by the InnTowner.
• Complete financial management of Front Desk such as adhering to set budgets, using forecasts to prudently manage labor costs, purchasing, and inventorying front office supplies
• Resolves problems arising from guest complaints or concerns.
• Remains a visible presence during peak times at Front Desk.
• Oversees all brand standards and policies regarding the brands recognition program and promotions.
• Conducts Front Office staff meetings as appropriate in conjunction with GM, BRM, and/or C&E Manager.
• Responsible for competent and complete staff coverage in Front Desk and can assume any Front Desk role as necessary.
• Primary contact for guest concerns and complaints making appropriate decisions for resolution.
• Enforces and observes all rules, regulations, policies, and procedures of the InnTowner.
• Advises Office Manager/GM of staffing needs.
• Commends and disciplines evening associates as necessary and in the absence of their direct report. Informs appropriate management of associate performance giving recommendations
• Attends management meetings, and functions as required.
• Assists with banquet functions as needed.
• Supervises proper cleaning of all public areas including lobby, public washrooms, and entrances.
• Submits Maintenance Requests and takes inventory of rooms as required.
• Maintains hotel safety and security by enforcing safety procedures. Handles emergency situations according to hotel procedures.
• Walks hotel corridors for security and safety concerns at least three times per shift.
• Documents any irregularities or unusual occurrences and what actions were taken. Reports all incidents to C&E Manager.
• Corrects security and safety issues as necessary.
• Observes the importance of confidentiality and security among all hotel staff.

GUEST AND INTERDEPARTMENTAL RELATIONS

• Meets weekly with Department Heads for event and arrival updates.
• Works closely with all managers to coordinate group arrivals, departures, and functions.
• Makes procedural recommendations to appropriate Department Managers and/or GM.
• Communicates with the Office Manager to ensure accuracy with all cash, credit transactions, and with postings.
• Communicates with the Sales department on group and VIP reservations, arrivals, and room blocks.
• Communicates with Housekeeping on issues, room status and availability.

ADMINISTRATIVE

• Assists GM with annual Front Office budget preparation.
• Gains familiarity of accounting procedures that relate to the Front Office.
• Learns to use MemberWeb systems and the telephone switchboard.
• Communicates with MSI on all immediate problems and questions.
• Works closely with the Sales team to promote and monitor associate incentive programs.
• Punctuality and interdepartmental communication are key to the success of this position and the department.
• The Front Office Manager must be present for all weekly revenue calls currently held at 12:00pm central time each Wednesday.
• Balance inventory daily and communicate with Sales Department if assistance is needed.
• Other duties as assigned and appropriate

DISCLAIMER

This job description is not meant to be all-inclusive. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.