Front Office Manager

Position: Front Office Manager

Reports to: General Manager

Requirements:

• High School diploma or higher-level education.
• 3 years Hotel front office experience with a minimum of 1 year at the supervisory level.
• Must work the evening shift.

General Responsibilities

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

• Revenue:
  • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools.
  • Constantly seek new ways to increase room revenue and occupancy.
• Rates:
  • Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
• Sales & Marketing:
  • Work closely with the sales team and capitalize on all revenue opportunities.
• Profit:
  • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies, etc., and seek and implement cost-saving strategies.
• Quality:
  • Guest Service: Ensure that the hotel meets/exceeds Evergreen Hospitality Development Group and Brand standards for guest satisfaction.
• Leadership:
  • Lead, Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
• Work Ethic:
  • Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive professional work environment, and adhere to Standard Operating Procedures.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the COO.
• Complete Brand Certification if required by Franchisor.
• Be proficient in the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of the front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor the appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be proficient in the use of all front office equipment such as credit card machine, copier, adding machine, and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from a sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans. 
  • Open and closeout discount rates on reservation systems when applicable.
  • Handle Credit Card chargebacks and make the proper decision on refunds.
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
  • Process cancellations and modifications to reservations.
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.

Performance standards:

• Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).
• For the __________________ hotel, the budgets are as follows:
  • REVPAR         ____________________
  • MSI INDEX    ____________________
  • GSI                 ____________________
  • ASI                 ____________________