What are the responsibilities and job description for the Front Office Manager position at Portola Hotel & Spa?
JOB DESCRIPTION
POSITION TITLE:
Front Office Manager
DEPARTMENT:
Front Office
REPORTS TO:
Director of Rooms
DIVISION:
Rooms
EXEMPT OR NON-EXEMPT:
Exempt
JOB DESCRIPTION:
The primary duties of the Front Office Manager in successfully running the Front Office Department by ensuring guest satisfaction and employee productivity by enforcing and monitoring company policy and procedures. Will be responsible for the management of staff during assigned shift and ensure that all reporting, guest requests and other hotel matters are completed in a timely manner. The Front Office Manager is also expected to oversee the day-to-day activities at the front desk, PBX, bell desk, concierge, and garage with indirect responsibility to the other department operations.
THE ESSENTIAL JOB FUNCTIONS OF THIS JOB ARE:
- Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
- Act as Manager on Duty when and where necessary.
- Ensures the smooth and efficient operation of the Front Office, including Front Desk/Concierge/Guest Services/Porters/Garage.
- Respond to all guest requests, problems, complaints and/or accidents arising in person. Ensure swift follow up to ensure completed guest satisfaction.
- Responsible for departmental staffing including interviewing, hiring, training, scheduling, supervision, development, motivation, recognition, counseling, discipline and maintaining capable and qualified personnel.
- Assists the Director of Rooms with preparing and completing bi-monthly payroll for processing.
- Assists with registering and settling guest accounts; valet and luggage assistance; and make and/or modifying reservations; hotel operator functions.
- Inspire, engage, and motivate Rooms Division personnel according to hotel standards.
- Coordinates with the Housekeeping Department to confirm that all room inspections have been completed to the Portola Hotel & Spa’s standards.
- Ensures that staff is knowledgeable of all hotel features, room types, layouts, and overall services provided.
- Maintains complete knowledge of daily house count and expected arrivals/departures, and room availability.
- Ensures that all Portola Hotel & Spa’s Standard Operating Procedures (SOPs) are followed by staff.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Maintain quality database of guest preferences, habits, special dates through Opera PMS.
- Collaborate with the Reservations and Sales department to maximize occupancy and room revenue. Monitor fluctuations in business levels.
- Complete the daily, weekly, and monthly reforecast as requested.
- Support and promote hotel and company programs, policies and procedures. Review schedule daily to ensure staffing levels meet the needs of the business.
- Regularly conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
- Monitor labor expenses daily and weekly through schedule approval process and ensure budgeted or forecasted approved productivity.
- Prepare supervisors and employees for succession through development of their need areas.
- Operate all aspects of the Front Office and related computer systems, including software maintenance, report generation and analysis, and simple programming.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.'s in its use.
- Coordinate all aspects of the ongoing implementation of the Portola Hotel & Spa’s philosophy of service and ensure Portola Hotel & Spa’s culture is being lived, trained, and practiced every day.
- Monitor all V.I.P.'s, special guest requests and ensure systems are in place to monitor and deliver outstanding service.
- Develop and maintain relationships with guests, patrons, clients, group contacts and service providers to ensure superior personalized service. Respond to guest comments effectively and promptly and follow through to ensure resolution is reached.
- Responds to and resolves any guest issues or emergency situations. Supervises all Front Office staff and delegates tasks as necessary. Promotes, supports and enforces hotel programs, policies and procedures. Projects a professional, friendly and courteous image to guest, patrons and staff.
- Complete projects and other duties in a timely manner as requested or required by the Director of Rooms.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.
The Ideal Candidate will:
- Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
- Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
- Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
- Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike.
- Must be able to maintain confidentiality of information.
- Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance.
- Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability.
- Have strong communication skills, written and verbal.
- Possess excellent technical, conceptual, and financial skills.
- Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.
ADDITIONAL RESPONSIBILITES:
Knowledge of the entire hotel safety procedures to ensure the safety and security of our guests and employees.
EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:
High School Diploma or equivalent – Required
Four (4) College Degree – Preferred – Hospitality Degree a plus
REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:
- Proficiency in using various computer software programs, Microsoft Work, Excel, Outlook, and PowerPoint, and general office equipment
- Detail oriented and comfortable working in a fast-paced environment
- Excellent time management and organizational skills
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
PREVIOUS EXPERIENCED REQUIRED:
Minimum five (5) years related working experience in Hospitality; two (2) years of management experience required.
ACTIVITY SUMMARY
Never
Occasionally
Frequently
Constantly
Sitting
Standing
Walking
Crawling
Bending Over
Reaching Overhead
Balancing
Pushing/Pulling
Lifting/Carrying
10 lbs. or less
20 to 50 lbs.
Over 50 lbs.
Skin/Hands in Water
Exposure to Chemicals
Foot Controls Used
Repetitive Hand Use
Firm Grasping Required
OTHER REQUIREMENTS
Select Yes or No
Driving Vehicles/Equipment
Yes
Operating Equipment/Machinery
No
Exposure to Dusts, Gas, Fumes
No
Exposure to Hazardous Materials
Yes
Possible Exposure to Blood/Body
Yes
Fluids
Exposure to High Noise Levels
No
Walking on Uneven Ground
Yes
Exposure to Marked Changes In
Yes
Temperature
Use of Safety Equipment (Glasses,
No
Ear Plugs, Etc.)
Hearing Impairment Acceptable
Yes
Color Vision Impairment
Yes
Acceptable
Color Vision at 20 inches or less
Yes
Required
Clear Vision at 20 feet or more
Yes
Required
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be part of the job, based on business necessity.