TITLE: Front Office Manager
DEPARTMENT: Front Office
REPORTS TO: Director of Front Office
JOB SUMMARY
Oversee the daily operations of the Front Desk Department. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests.
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.
- Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
- Ensure all necessary reports and forms are completed daily.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:
- Assist Guest Relations
- Any other duties as assigned by the Director of Front Office.
