Job Qualifications

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- Ability to travel to attend workshops, specialized training and/or certifications, etc.
- May be required to work nights, weekends, and/or holidays.

Job Details

FINANCIAL RETURNS

- Maximize profitability within all areas of the front office.
- Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
- Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.

PEOPLE
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Sales and Marketing, Food and Beverage, Housekeeping, and Maintenance.
- Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.

GUEST EXPERIENCE
- Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.
- Analyze guest satisfaction data and develop and implement plans to achieve established goals related to positioning in review sites, front desk activities, etc.
- Interact with outside contacts:
o Guests - to ensure their total satisfaction
o Regulatory agencies - regarding safety and emergency matters.
o Other contacts as needed (professional organizations, community groups)

RESPONSIBLE BUSINESS
- Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
- Perform other duties as assigned.
- May serve - manager on duty- as required.
What we need from you
Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.

Front Office Manager