POSITION DESCRIPTION
Position: Front Office Manager
Departmen Front Office
Reports To: General Manager
Position Overview:
The Front Office Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the
Front Office, implements and enforces the HGI San Antonio Standards of Excellence in all areas supervised. The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Essential Duties & Responsibilities
1. Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
2. Maintain a professional and high quality service oriented environment at all times.
3. Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
4. Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
5. Undertake full responsibility for Scheduling and Payroll of the department.
6. Undertake full responsibility for managing operating expenses and purchasing for the department including the Pantry.
7. Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year.
Supervise Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.
8. Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
9. Coordinate daily activities with hotel management team on a daily basis.
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10. Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
11. Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
12. Monitor and communicate GSS performance levels, trends, guest surveys and responses and all social media reviews. Coordinate action plans with General Manager.
13. Perform other functions as required and directed.
14. Attend Mandatory meetings and required training.
15. Maintains open level of communication with all other departments to ensure high levels of customer satisfaction.
Qualifications:
To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/ Experience
High School diploma, general education degree or international equivalent required. College degree preferred. Previous Front Office experience in supervisory/management capacity in a hotel property required. Previous customer service and general computer experience required. Property Management
Software experience preferred; or equivalent combination of education/experience
Supervisory Responsibilities:
Responsible for supervision and training of all Front Office employees including but not limited to
Assistant Front Office Managers, Management Trainees, drivers, and Night Auditor.
Language Skills:
Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.
Mathematical Skills:
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plain and simple geometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical solutions.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing duties of this job, the associate is regularly required to stand, walk and sit, use hands to finger, handle or feel, reach with hands and arms and talk or hear. The associate must frequently lift and/or move up to 15 pounds. Specific vision abilities required for the job includes close vision, distance vision, depth perception, color vision and peripheral vision and the ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those a colleague encounters to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the noise level in the work environment is usually light to moderate.
Note:
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
Job Type: Full-time
Benefits:
- Employee discount
- Paid time off
- Referral program
Schedule:
- 10 hour shift
- Evening shift
- Night shift
- On call
- Overnight shift
- Weekends as needed
Work setting:
Experience:
- Hotel experience: 3 years (Preferred)
Work Location: In person