The Front Office Manager position is a high-volume hotel guest contact position that requires strong leadership skills, great communication, attention to detail, strong listening abilities, problem solving, multitasking and efficient organization. As a professional Front Office Manager, it is crucial to have great focus/commitment to accomplishing our hotel goals and ability to lead by example to take care of our guests to the highest standard. This hotel position is a challenging but essential leadership position in assisting our hotel guests have the highest quality experience and representation while staying in our hotel facilities. Come help lead our front office department to be top in the industry!ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Overseeing the entire Front Office Department.
- Creating and distributing the front office department schedule.
- Training of all the front office team members in standards, policies, and on-going tasks/checklists.
- Responding to guest surveys and assisting in guest survey improvements.
- Ensure use of cash drawer accurately and efficiently; keep cash drawer balanced using company policy.
- Assist guests promptly and accurately with questions, complaints, or requests.
- Assist guests with hotel reservations, registration, and billing.
- Assist in maximizing company revenue, leading our front desk team in securing reservations, ensure repeat guests stay loyal to our hotel.
- Ensure all guest problems are attended to and resolved within reason and in a timely manner.
- Assist with packaging or luggage storage and delivery if requested.
- Analyze and organize guest reservations for current day and future arrivals.
- Analyze reservations for special requests, reservation errors and make corrections as needed.
- Answering hotel phones promptly and professionally; route calls properly internally and externally of the hotel; schedule wake-up calls.
- Complete daily checklists, organize paperwork and efficiently print necessary documents.
- Maintain confidentiality of proprietary information; protect company assets.
- Check-in guests securely using all confidentiality, identification, and credit policies.
- Understand the operation of the property management system.
- Provide guests with general information concerning hotels facilities, functions, local attractions, contact info, directions to and from desired locations.
- Be proficient in property security, key control procedures, as well as fire, flood, and weather-related safety procedures.
- Complete all paperwork necessary for front desk operations including but not limited to registration cards, folios, credit card authorization forms, cash reports, room reports, etc.
- Maintain cleanliness and order to the front office areas and lobby area.
- Communicates accurate information to other departments such as house counts, room status, guest service requirements, work orders, etc.
- Receive and sign packages delivered to the hotel.
- Complete any hotel related task requested by immediate manager or General manager.
EDUCATION / TRAINING / SKILLS / SCHEDULE MINIMUM REQUIREMENTS:
- Minimum of 3 years' experience in the Hotel as a Front Desk Agent or a Supervisor required.
- Must be able to lift, push, or pull 50 pounds.
- Must be flexible with working all 3 shifts if required, weekends, and holidays.
- Excellent Communication
- Teamwork
- Attendance/Punctuality
- Problem Solving
- Customer Service
- Diversity
- Accurate Cash/Card Handling
- Professionalism
- Adaptability
- Dependability
- Initiative
- Planning/Organizing
- Quality Focused
- Safety & Security Focused
ESSENTIAL PHYSICAL FUNCTIONS: Must be able to walk, stand and bend for extended periods of time. Must be physically able to grasp, grip, pull, push, twist, turn and lift boxes or equipment, which average around 25-30 pounds each and 50 pounds or more with assistance.