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Front Office Manager
Job Reference #: 9447_1535404
Categories: Administrative/Clerical, Hospitality/Resort/Hotel, Management - Mid-Level (Manager, Director), Management - ALL CATEGORIES
To lead and manage the Front Office and related departments of the hotel ensuring a high level of performance, guest satisfaction and profitability.
ESSENTIAL FUNCTIONS :
Comply with The Embassy Suites Hotel Standards of Service and assure the same from all front office employees.
Manage the day-to-day operations of the Front Office and related departments, direct the activities of employees.
Operate the Front Office and related departments within budgetary guidelines and in response to actual business conditions and participate in the preparation of rooms forecast.
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain information on, promote hotel facilities, and ensure that staff of the same.
Develop and implement policies and controls on issues relating to front office and related operations to include, cash/check/credit card handling, credit procedures, guest services, handling of guest complaints, up selling, "walk procedures", perfect sell, etc.
Maintain cash bank per accounting guidelines. Comply and assure compliance from staff to all accounting procedures.
Select, direct, develop, appraise, counsel, and recommend for termination front office and related employees. Complete the administrative duties associated with personnel and payroll matters in a timely manner. Ensure that all front office and related employees consistently adhere to uniform, grooming and appearance standards.
Develop and conduct effective training programs geared to educate staff on specific job skills and to the enhance service and the expertise of service and operations personnel. Ensure cross-training of front office, reservations and telephone employees.
Establish goals for the Front Office and related departments, analyze financial reports, anticipate and resolve problems concerning all facets of the front office and related departments, anticipate trends, enact approved service, profit-oriented and cost saving ideas/activities.
Maintain effective communication within Front Office and related departments, and with all hotel departments. Ensure that staff is kept aware of issues relating to front office and general hotel operations. Attend meetings as scheduled and meet regularly with staff. Be responsive to employees' concerns and suggestions and work to resolve problems.
Work closely with Sales department regarding VIP and special requests, group pick-ups and cut-off dates, and blocking rooms. Work closely with Engineering on out of order rooms and blocking rooms for maintenance. Work closely with Housekeeping on all rooms' related issues effecting the front office.
Listen to and promptly act to correct guest problems and complaints.
Ensure the cleanliness and organization of Front Office and related departments
Prepare reports, proposals, policies and other communications as needed and/or assigned.
Initiate front office and related departments purchase requests and ensure comply with established purchasing and requisition procedures. Maintain adequate supply of all materials used in department.
Participate in the Manager on Duty Program
Regular attendance in conformance with the standards established by our hotel is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules in response to the business needs of the hotel.
Upon employment, all employees are required to fully comply with Company, Hotel and Departmental rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate these rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS :
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
Relieve front desk personnel during breaks.
Audit telephone and fax billing on a monthly basis and research and correct discrepancies.
Coordinate special events and promotions.
Perform other duties as assigned.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to read, speak, write and understand the English language in order to interact with guests, staff, handle administrative duties, etc.
Ability to read, understand, interpret and make decisions based upon information found in a variety of financial statements and reports and other internal hotel information. Sufficient mathematical skills to prepare forecasts and reports, calculate rooms revenue, average rate, occupancy percentage and labor costs, count and balance a cash bank, etc..
Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, upselling techniques, in order to ensure the effective operation of the Front Office and related departments (examples include, providing high level of service, effective staff training and employee relations, proficient problems solving, effective cost controls, etc.).
POSITION DESCRIPTION: FRONT OFFICE MANAGER
Specific Job Knowledge, Skill, Ability (continued)
Ability to step in and perform a variety of front office and related positions in response to business conditions.
Ability to understand, operate and troubleshoot all applicable equipment including computer and telephone systems, calculators etc.. Knowledge of computer include reservations, front office and housekeeping applications.
Ability to stand for extended periods and walk about the hotel at a quick pace, in crowded areas and in confined spaces.
Ability to compose and express thoughts in a clear and understandable way to ensure effective communications.
Ability to develop and maintain productive interpersonal relationships, ability to relate well with a wide variety of individuals many of whom will require patience and tolerance, and the ability to effectively manage a wide variety of people.
Ability and flexibility to work long hours on a regular basis and as business conditions demand.
Ability to manage multiple activities often in stressful situations.
Ability to organize oneself, one's work, and the efforts of others.
Possess the professional style and sufficient confidence to effectively represent hotel and execute the duties and responsibilities of the position.
Ability to make effective judgments on all facets of rooms division operations and staff, and the ability to effectively solve guest and operational problems.
Ability to operate telephone, speak into phone and hear caller.
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