Live Your Passion.  Add Your Magic.             

Front Office Manager

SUMMARY 

The Front Office Manager is responsible for management and day-to-day effective operations for guest reception, guest services, reservations, and concierge; including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. 

ESSENTIAL FUNCTIONS

• Assist front office managers with the recruitment, training and development of all associates.
• Able to exercise coaching and counseling within hotel’s set policies.
• Ensure all Human Resource standards and procedures are met on a daily basis.
• Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws.
• Interact frequently and positively with guests. 
• Resolve problems/issues to the satisfaction of involved parties. 
• Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
• Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times.
• Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.
• Control payroll and equipment costs (minimizing loss).
• Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
• Develop and implement cost saving and profit enhancing measures throughout the departments.
• Review daily revenues and labor reports and compare to monthly forecast/budgets. Review monthly P&L’s with the General Manager and Department Managers and assist with monthly forecasting.
• Accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests stay.
• Responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.
• Learn the hotel's life-safety systems and be prepared at all times for emergency situations. 
• Develop and implement cost saving and profit enhancing measures throughout the departments.
• Review daily revenues and labor reports and compare to monthly forecast/budgets.
• Review monthly P&L’s with the General Manager and drive monthly forecasting process.
• Ability to work in the following systems: OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS.
• All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties.

 QUALIFICATIONS  

• College degree preferred
• 3 to 5 years leadership experience in a luxury hotel
• Experience and knowledge of hotel operations is required
• Opera experience preferred
• Work positively in a team environment
• Excellent driving record
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast paced environment
• Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction.
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands

PHYSICAL REQUIREMENTS 

Most work tasks are performed indoors. Position requires walking and giving direction most of the working day. Must be able to stand and walk for 8 hours a day. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.

In the United States we are proud to be an

EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-

employment substance abuse testing.