Front Office Manager

POSITION PURPOSE

Oversee the daily operations of the Front Office Department.  Ensure that front desk and communications meet hotel standards for maximum guest satisfaction.  Act as the main contact for guests and other hotel departments in the absence of the Director of Rooms.

ESSENTIAL FUNCTIONS

Ensure efficient guest registration, check out and telephone service.   Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.  

Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.

Direct and train front desk staff and operators.  Assist in new-hire and on-going training.  Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

Ensure all necessary reports and forms are completed daily.

Regular attendance in conformance with the standards, which may be established from time to time, 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 to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and effective operation of the hotel facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

 Must be able to speak, read, write and understand the primary language(s) used in the workplace.

 Must be able to read and write to facilitate the communication process.   

 Requires good communication skills, both verbal and written.

 Extensive knowledge of the hotel, its services and facilities.

 Must have excellent customer relations skills and leadership capability.  

 Must be detail oriented with outstanding organizational and communication skills.

 Must possess basic computational ability.   

 Must possess basic computer skills.

 Must have excellent leadership capability and customer relations 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.

 Physical Demands 

 Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.

 Must be able to sit at a desk for up to 4 hours per day.  Walking and standing are required the rest of the working day.   Length of time of these tasks may vary from day to day and task to task.

 Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

 Must be able to lift up to 15 lbs. occasionally.

 Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

 Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

 Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

QUALIFICATION STANDARDS

Education

High school or equivalent education required.  Bachelor’s Degree preferred.

Experience

Two-year to five years hotel front office experience required.  Supervisory experience preferred.

Opera experience preferred

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.