Front Office Manager

Harbor View Hotel is seeking a luxury guest service enthusiast to lead the Front Office Operations! 

Employee Benefits:

• Full Time, Year Round Employment
• Employee Housing Provided (Monthly rent below market value)
• Extensive Training from FORBES 
• Detailed SOPs and Departmental Training already in Place
• Support from a team of Hospitality Professionals dedicated to greatness!
• Lunch and Dinner Shift Meals provided FREE (Served Family Style)
• Competitive Paid Time Off Benefits (Including Holiday Time, Sick Time and Vacation Time within the 1st Year!)
• 401K Program with Employer Match after 6 Months
• Medical, Vision and Dental Benefits
• Friends & Family Rate Program for Hotel Rooms
• Discount for Dining at Hotel Restaurants
• Employee Parking Spot on Property
• Short Term & Long Term Disability (100% Company Paid)
• Basic Life Insurance Policy (100% Company Paid) 

Summary:

The Front Office Manager is responsible for the planning, directing, training and managing the Front Office operations to ensure the highest quality of standards, services and guest satisfaction. The Front Office Manager leads the Front Desk, Guest Experience, Bell and Valet departments and is responsible for delivering an unequaled resort experience for guests.  Works with other managers and supervisors and oversees all aspects of the rooms department and related services.  Develop and monitor all associates within the rooms departments.  Ensure SOP’s, check-in procedures and guest service standards are maintained. 

Essential Job Functions and Primary Responsibilities:

• Maintain confidentiality of guest information and pertinent hotel data
• Thorough knowledge of hotel operation and Forbes Travel Guide standards
• Ensure guest expectations are exceeded through proper employee training and to ensure the highest level of service
• Respond to all guests requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Ability to motivate Front Office to continuously upsell.
• Motivate, coach, counsel and discipline all Guest Services personnel
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Must maintain constant communication with Housekeeping, Engineering, Reservations and Rooms Director
• Work closely with Housekeeping, Engineering, Catering and Sales to ensure groups and special functions are handled smoothly.
• Attend daily and monthly Manager Meetings
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Hotel standards
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Ensure implementation of all Hotel policies and understand hospitality terms.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure correct and accurate cash handling at the Front Desk.
• Maintain and monitor "Lost and Found" procedures and policies
• Establish and maintain key control system.
• Manage all V.I.P.'s, special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office logbook and Guest Request log on a daily basis.
• Perform other tasks as assigned by management.

Qualifications Required:

• At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Excellent time management skills: ability to multitask and prioritize departmental functions to meet deadlines.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Exceptional detail in follow-up.
• Create and foster a courteous, friendly, professional work environment.

Qualifications Desired:

• Work in a positive and professional matter with little direction or supervision
• Flexible, self-motivated positive attitude
• Prior hospitality management experience