Front Office Manager
- Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues.
- Work collaboratively with all members of the front office team in departmental planning, development, and execution.
- Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
- Work closely with department managers and supervisors to develop them both personally and professionally.
- Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
- Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
- Establish standards for personnel performance and customer service.
- Review work procedures and operational problems to determine ways to improve service, performance, or safety.
- Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
- Provide Leadership / Mentoring to Front Office staff.
- Maintain complete knowledge of all Front Office department policies/service procedures.
- Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities.
- Review and respond to daily operational demands as it relates to the hotel.
- Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
- Monitor security of public areas of the hotel.
- Establish par levels for supplies and equipment.
- Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth, and development.
- Create and maintain a quality, professional work environment.
- Administer performance evaluations for all departmental employees.
- Anticipate guests and employees needs and respond promptly.
- Always promote positive guest relations.
- Conduct pre-shift meeting to review information pertinent to days business.
- Facilitate departmental strategic planning meetings.
- High School Graduate or General Education Degree (GED): or Work Equivalent plus 3 years of experience in hospitality management.
- Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.
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