Property: Congress Hall
Department: Rooms
Position: Front Office Manager
Reports to: General Manager
Supervisory Responsibilities: Front Office support staff including Front Desk Agents, Valets, MOD, Bellman, and Night Audit team.
Position Overview: Accountable for the effortless and seamless movement of guests in and out of the hotel. Responsible for providing exceptional levels of guest service through the entire guest stay. Act as Manager on Duty.
These duties may be described as, but not limited to:
- Responsible for the hiring, training, and direction of all department employees.
- Ensure that all front office quality standards are complied with, and that policies and procedures are consistently followed.
- Responsible for monitoring PMS system and other interfaces to be certain that they are functioning properly and in good working order. Maintain contact with service providers and emergency telephone numbers.
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
- Supervise the activities and the service levels of the telecommunications as applicable.
- Ensure that the Valet and Bell Team follow all quality standards, policies, and procedures.
- Write schedules for all departments adhering to budgeted goals.
- Ensure efficient guest registration, check-in/out and telephone service.
- Interact with guests as needed; resolve all complaints in a timely and professional manner.
- Capitalize on all revenue opportunities, including walk-ins, upsell of room types and length of stay.
- Accountable for making sure that all front desk agents process credit cards and cash transactions accurately. Ensure that all deposits are managed correctly.
- Follow through with all messages to be certain that they are delivered on a timely basis. Maintain par inventory of all front office supplies.
- Ensure that the dress code is always complied with.
- Identify strengths and weaknesses of front desk operations and ensure timely completion of performance appraisals.
- Attend regular department meeting and update front staff with current communications bulletins.
- Organize front desk reference information to ensure that clerks have at their disposal current activities and events in the community.
- Maintain a neat and efficient office environment.
- Other duties as assigned.
Required Knowledge, Skills, Abilities:
- Requires effective communication skills, both verbal and written.
- Most tasks are performed in a team environment with employee acting as team leader.
- Must possess basic computer skills.
- Extensive knowledge of the hotel, its services, and facilities.
Minimum Qualifications:
- Bachelor’s degree preferred.
- Two to four years experience in front office/housekeeping/guest services, including at least two years supervisory experience required.
- Extensive knowledge of the hotel, its services, and facilities.
- Ability to input and access information in the property management system, Maestro preferred.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
