What are the responsibilities and job description for the Hotel Front Office Manager position at SEA PINES RESORT LLC?
Front Office Manager, Inn and Club at Harbour Town
Job description
SUMMARY
- Manages Front Office activities of the Inn and Club at Harbour Town
- Trains staff in guest service, problem solving, and improved efficiency
- Ensures all standards are followed and assists General Manager in coordinating and managing day-to-day operations, guest relations, and by performing the following duties personally or through subordinates.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Acts as manager on duty in absence of General Manager.
- Prepares operating schedule adhering to monthly payroll budget for Inn employees and monitors performances to ensure adherence to Resort and Lodging Division policies and operating procedures.
- Trains Front Drive/Bell staff and Butlers, Room Service Attendant, Night Audit Personnel to perform their functions with maximum guest service, safety, productivity, and efficiency.
- Maintains consistency of guest service delivery standards reflecting Forbes Five Star Guidelines through training scripts, practices, and feedback from guest comment cards, and secret shopper reports.
- Ensures that guests consistently receive prompt, cordial attention at all times, including personal recognition, anticipation of their needs and appreciation for their visiting the Resort.
- Has responsibility for timely compilation and submission of time sheets and requests for time off.
- Assists staff in overcoming deficiencies and improving strengths for career development and job enrichment.
- Assists Inn General Manager in facilitating regularly scheduled meetings for staff training, recognition, and communication of critical information.
- Assists General Manager with record keeping, reporting, and forecasting, budgeting operational costs and follow up with guests, vendors, and staff. Review Monthly P&L (Profit & Loss) Statements to operate with efficiency. Assist with Payroll Processing.
- Maintains clean, safe, and secure environment for guests, employees, and visitors by regularly walking property and correcting or reporting deficiencies.
- Performs duties and maintains ongoing training of Bell Person, Inn Butler, Room Service, Concierge, and Front Desk Agent/Night Audit Personnel when needed.
- Develop and perform initial computer training for new hires and updates training material when necessary
- Performs ongoing training on Forbes Standards to maintain achieved rating for the property. Ensures that standards are continuously updated as needed and consult Secret Shopping Reports to better performance
- Responsible of complete knowledge of the PMS and other related operating systems and maintain expertise
- Ensures that all Standard Operating Procedures are followed and constantly updated
- As Manager on Duty in absence of General Manager responsible to follow through Emergency Procedures and evacuate guests and employees when necessary, notify General Manager, Director of Hospitality and Chief Engineer when such event takes place.
- Follow through Loss Prevention Protocols when applies
- Attends Group Status and other Operational Meetings in the resort maintaining proper relationship with other departments and facilitates information to staff
- Personally communicate and works with Housekeeping Department to ensure maximum Guest Satisfaction in following up on maintenance items and/or other relevant issues via Trouble Ticket System utilizing staff to conduct ongoing systematic room inspections.
- Follow through that Travel Agent Commissions are paid correctly by matching their records to our PMS System on an ongoing basis
SUPERVISORY RESPONSIBILITIES
- Indirect supervision of approximately 30 Inn employees
- Direct supervision 1-10 Inn Front Office employees during shift operations
QUALIFICATIONS
- To perform this job successfully individual must be able to perform each essential duty satisfactorily.
- The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- Bachelor's degree and minimum of three years related supervisory experience and/or training; or equivalent combination of education and experience.
- Work experience of two or more years needed in front office and other hospitality functions.
- Good understanding of accounting principles and practices.
- Need extremely strong guest-service, problem-solving, and organizational skills.
- Strong computer skills required along with ability to use computer-based reservations systems.
CERTIFICATES, LICENSES, REGISTRATIONS
- S.C. driver's license or other state license
LANGUAGE SKILLS
- Ability to read, analyze, and interpret documents such as general business periodicals, professional journals, technical procedures, sales forecasts, Lodging reports, operating instructions, and procedure manuals.
- Must have strong verbal and written communication skills with ability to write reports, business correspondence, and procedure manuals.
- Ability to speak easily and effectively with a diverse mixture of guests and other departments in the resort.
- Must be able to effectively communicate company policy and procedures to guests, vendors, and co-workers.
MATHEMATICAL SKILLS
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and to apply them as needed on the job.
- Ability to analyze trends and apply concepts such as probability and statistical inference to practical situations involving forecasts, guest satisfaction, and revenue projection.
REASONING ABILITY
- Must be responsible, self-motivated, self-directed and able to react quickly and effectively.
- Able to adjust to a dynamic work environment in handling requests in a courteous, friendly, and efficient manner.
- Strong organizational skills needed along with patience in dealing with a diverse customer base.
- Strong memory retention skills needed along with time management.
- Decisions related to guest problems or needs must be made quickly and effectively based on a thorough knowledge of rates, accommodations, facilities, and Resort guidelines.
SOCIAL SKILLS
Ability to interact effectively directly and by telephone with guests of diverse ages, backgrounds, and interests. Must have excellent communications and guest-service skills and be capable of handling effectively difficult guests and resolving guest complaints. Good listening skills are needed to facilitate problem solving. High requirement for communication/interactions with others inside and outside the Resort. Travel experience and understanding of foreign customs and cultures are great needs.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet. Most physical demands are those for an office environment with high levels of telephone usage and computer keyboarding. At times, stress can build from time limitations, customer demands, and heavy telephone usage.
ECONOMIC IMPACT
The impact of decision-making and the potential gain or loss to the resort in performing the job responsibilities.
The decision-making must ensure excellent guest service while seeking to maximize Inn sales revenue. Considerable direct costs (refunds, rebates, etc.) may occur if guests are displeased. Increased resort revenues, including revenues generated by other Sea Pines departments, can result from high levels of performance in the job.
