Front Office Manager

MAJOR FUNCTION:

 

To lead by directing, controlling and supervising front desk associates, to ensure the best possible guest satisfaction, associate morale, standards, training and profit.

 

ESSENTIAL FUNCTIONS:

 

Provide the highest quality of service to the customer at all times. 

 

Supervise and coordinate the activities of the Front Desk area.

 

Interpret company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis.

 

Monitor and ensure compliance with all guidelines for operations.

 

Ensure adherence to the Guarantee of Fair Treatment policy.

 

Interview applicants.  Orient and train new associates.  Conduct ongoing training of all Front Desk Associates to increase job knowledge and skill level.

 

Coach and counsel associates to encourage positive behaviors and correct negative behaviors.

 

Conduct a weekly department meeting to review new procedures and solicit input from all associates and remove barriers.  Keep detailed minutes on file in C.I.M. (Continuous Improvement Meetings) book.

 

Promote teamwork and associate morale. 

 

Interpret job specifications to Front Desk and assign duties.

 

Analyze and resolve work barriers with assistance from employees. 

 

Monitor Front Desk uniform standards.

 

Initiate and suggest plans to motivate associate to achieve work related goals.

 

Recommended and initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures.

 

Input weekly payroll as required and properly stores previous week?s time cards.  Complete weekly progress report and insure overtime is explained and initiated on the card.

 

Ensure that all associates are adhering to credit policies and procedures to minimize bad debts and rebates.

 

Act as ?Person in Charge? and be responsible for the hotel operation when necessary.

 

Ensure that the front desk area is maintained in a clean and orderly manner.

 

Maintain and improve guest service and courtesy control programs such as Second Effort and Aggressive Hospitality.

 

Complete month end tasks, including a critique of cash over and short, and inventories.

 

Maintain adequate levels of front desk supplies.

 

Compute time cards daily monitor overtime.

 

Handle any guest problem or complaint in a professional and hospitable manner.

 

Be sure that every effort is made to attain the best possible average rate and room occupancy, yielding the highest revpar.

 

Check the credit report daily, review the hold bucket, hold valet, and all cities ledger accounts daily.

 

Set up controls (i.e., overtime, safety deposit boxes master keys, banks, etc.) and audit them on a timely basis to ensure the accuracy and completeness of all work handled by the Front Desk.

 

Monitor and critique adherence to the established budget.  Help GM maintain invoice paid ledger.

 

Provide a safe working environment in compliance with OSHA/MSDS.

 

Have a sound knowledge of all emergency procedures.

 

Have a working knowledge of the maintenance and operating procedures of all departmental equipment.

 

Have a through knowledge of PMS and HOLIDEX? and downtime procedures.

 

Ensure that MGR and FNC accounts are current and closed out as required.

 

 

 

Participate in weekly leadership meetings to remove hotel barriers.

 

Have a thorough understanding of accounts payable and accounts receivable and vending checks received.

 

Maintain associate files.

 

Prepare the weekly forecast and weekly work schedule.

 

Review the AM discrepancy reports daily and take necessary steps to resolve and eliminate the discrepancies.

 

Keep PMS reports current.

 

Conduct a key inventory on a daily basis.  Monitor key control.  Maintain key backup at all times.

 

Support the hotel?s sales function; provide back-up assistance for the Sales Coordinator in his/her absence. 

 

Professional Attire is required at all times in accordance with the Standards of Appearance.

 

Practice safety standards at all times.

 

Perform other duties as assigned of which the associate is capable of handling.

 

Coordinate room inspection program identifying trends and making recommendations.

 

Responsible for hotel accident prevention program.

 

Ensure that all food required audits are completed per system standards.