The Front Office Manager will oversee the daily tasks of the front desk. They will be responsible for training all front office associates (front desk, night audit, etc.) on hotel policy and procedure, property management system, brand standards and job safety. They will observe interactions of the front office associates, analyze guest feedback and reviews and provide feedback to associates as necessary. They will ensure proper and accurate communication occurs to ensure the team is prepared and knowledgeable of groups or special needs of guests. They will ensure the team is actively engaged by promoting an environment of positivity and recognition.
RESPONSIBILITIES:?
- Schedules and supervises workload during shifts of front office associates.
- Trains new employees. Evaluates the job performance if each front office associates and provides coaching when necessary
- Maintains positive working relationships and communicates with all departments.
- Collaborates with housekeeping to ensure that accurate room status information is maintained and properly communicated.
- Resolve guest concerns quickly, efficiently, and courteously.
- Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate individuals and departments.
- Works within the allocated budget for the front office.
- Conducts regularly scheduled meetings of front office team members
- Prepare and review daily front desk reporting, take action as appropriate to ensure the interests of the hotel and guests are addressed.
- Ensure implementation and compliance of all company policies and brand standards.
- Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
- Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Act as the Manager on Duty, provide guidance and support to all departments in the hotel when required.
- Maybe required to help in other areas of the hotel on occasion, such as housekeeping, breakfast, or engineering. Perform other duties as requested by management.
- May be asked to assist in the selection process for new team members.
- May complete weekly schedules and coordinate absence coverage for front office team members.
