Front Office Manager

FRONT OFFICE MANAGER                                                                         JOB DESCRIPTION

DEPARTMENT:                 Guest Services / Front Office

REPORTS TO:                     Director of Rooms

STATUS:                               Exempt

JOB SUMMARY:

The Front Office Manager is responsible for ensuring the operation of the Front Office, Concierge and Uniformed Services, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS:

Education & Experience:

• At least 4 years of progressive experience in a hotel or related field: or a A 4-year college degree and at least I year of related experience; or a 2-year college degree and 2 or more years of related experience.
• Supervisory experience required.
• Must be proficient in Windows Word, Excel, Delphi, OnQ Preferred.
• Must have a valid driver's license from the applicable state.

Physical Requirements:

• Long hours sometimes required.
• Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
•  Ability to stand during entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
  Must routinely meet deadlines.
• Must be able to multi task.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.

DUTIES AND FUNCTIONS:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Hilton standards and regulations to encourage safe and efficient hotel operations.
• 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. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to DoubleTree by Hilton Standard training, using the steps to effective training according to DoubleTree by Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP's.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on 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 AFP Management SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Maintain lobby and front desk presence during peak times and as needed.
• Monitor and support corporate Guest Recognition Program.
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Manage sell-out opportunities; review arrivals report check on rooms’ inventory, control guest relocation according to Hotel SOP.
• Block special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Hilton standards.
• Follow and enforce all AFP Management hotel credit policies.
• Focus the Guest Services Department on their role in contributing to the Guest Service scores.

• 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 log book and Guest Request log on a daily basis.
• Attend meetings/training as required by management.
• Perform other duties as requested from management.