Front Office Manager

About This Role

The Front Office Manager is responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop where applicable. This role involves directing and collaborating with managers and employees to ensure successful execution of all front office operations, with a focus on continually improving guest and employee satisfaction and maximizing financial performance.

Responsibilities

• Lead, influence, and encourage others using interpersonal and communication skills
• Advocate sound financial/business decision-making
• Demonstrate honesty/integrity and lead by example
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model for appropriate behaviors
• Supervise and manage employees
• Manage all day-to-day operations
• Understand employee positions well enough to perform duties in employees' absence
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
• Ensure recognition of employees is taking place across areas of responsibility
• Communicate performance expectations in accordance with job descriptions for each position and monitor progress
• Celebrate successes and publicly recognize the contributions of team members
• Achieve and exceed goals including performance goals, budget goals, team goals
• Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations daily
• Develop specific goals and plans to prioritize, organize, and accomplish work
• Keep the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results
• Conduct department meetings and continually communicate a clear and consistent message regarding Front Office goals
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met
• Understand the impact of Front Office operations on the Rooms area and overall property financial goals
• Manage department controllable expenses to achieve or exceed budgeted goals
• Ensure compliance with all Front Office policies, standards, and procedures
• Ensure property policies are administered fairly and consistently
• Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
• Provide services that are above and beyond for customer satisfaction and retention
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Act as the Service Champion for the Front Office and create a positive atmosphere for guest relations
• Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations
• Strive to improve service performance
• Empower employees to provide excellent customer service
• Ensure that all Front Office areas have an an atmosphere conducive to the overall guest experience
• Review comment cards, guest satisfaction results, and other data to identify areas of improvement
• Respond to and handle guest problems and complaints
• Observe service behaviors of employees and provide feedback to individuals and/or managers
• Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance

Requirements

• High school diploma or GED and 4 years of experience in guest services, front desk, or a related professional area
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major and 2 years of experience in guest services, front desk, or a related professional area

About the Company

This role is responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop where applicable. As a department head, the Front Office Manager directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. The manager strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.