The Front Office Manager is responsible for ensuring the operation of Front Service, Guest Services & Concierge in a friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Requirements
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
- Motivate, coach, counsel and discipline all Guest Services personnel according to Dream Hotel S.O.P.'s.
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to Dream Hotel S.O.P.'s.
- Develop employee morale and ensure training of Guest Services personnel.
- Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit report and maintaining close observation of daily house count.
- Review Guest Service staff's worked hours for payroll compilation and submit to Human Resources in a timely basis.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain Dream Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Dream Hotel S.O.P.'s.
- Ensure implementation of all Dream Hotel policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position for Guest Services staff.
- Assist in preparation of revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Must maintain constant communication with Housekeeping, Reservations Engineering, Revenue and Accounting.
- Coordinate all aspects of the ongoing implementation of the Dream Hotel philosophy of service.
- Ensure correct and accurate cash handling at the Front Desk.
- Follow and enforce all Dream Hotel credit policies.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Maintain and monitor 'Lost and Found' procedures and policies according to Dream Hotel standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Dream Hotel team meeting.
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office logbook and Guest Request log on a daily basis.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
- Paid time off
- Vacation days
- Sick leave
- Holiday pay
