Front Office Manager

Summary

Assists in managing the execution of all operations in the rooms area departments (e.g.,Front Office, Concierge, Guest Services, Bellmen & Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction to maximize the financial performance of the department. Monitors compliance with Forbes Standards and Procedures.

Essential Duties And Responsibilities

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity
• Creates and nurtures a property environment that emphasizes motivation, teamwork, continuous improvement, and a passion for providing service.
• Understands employee and guest satisfaction results and developing game plans to attack needed areas to expand on the strengths.
• Verifies that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests’ ever-changing needs and expectations and exceeding them.
• Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Concierge, Guest Services, Bellmen & Housekeeping).
• Prepares and distributes all Medallia guest satisfaction results weekly to all departments as well as reviews with Team Members
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets periodically with staff on a one-to-one basis.
• Prepares and reviews the team’s scheduling against guest and hours/occupied room goals.
• Performs other duties, as assigned, to meet business needs.
• Understands the brand's service culture emphasizing in Forbes & Preferred Hotel Group Service Standards
• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Verifies that all team members meet or exceed all hospitality requirements.
• Verifies that a viable key control program is in place.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Strives to maximize the financial performance of the department.
• Interviews and assists in making hiring decisions.
• Responsible for the staff training and onboarding of new hires providing SOP’s (Standard Operating Procedures) and Forbes service standards manual
• Verifies that orientations for new team members are thorough and completed in a timely fashion.
• Solicits employee feedback, utilizes an “open door” policy, and focuses on employee satisfaction results to identify and address employee problems or concerns.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
• Performs all Front Desk check in / out procedures according to Forbes Service Standards
  
  

Education / Experience

• Five to seven years progressive Rooms Division management experience in a luxury hotel.
• Four-year degree in hospitality or other business related field.
• Qualifications must include P&L understanding, good leadership, and people skills.
• Ability to develop and maintain effective operating and control processes to attain maximum operating efficiency while ensuring adherence to established guest satisfaction criteria
• Able to work well with a company that believes in strong guest satisfaction and equal emphasis on financial goals.
• Effective management, leadership, organizational and communication skills
• Ability to work flexible schedule to include evening, weekends and holidays
• Must have skills in inventory control and labor cost control.
  
  

Requirements

• Physical demands
• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear
• The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls
  
  

• Position may require reaching with hands and arms
• Communication
• Ability to effectively communicate, both verbally and written, effectively with guests, vendors and co-workers
• Must read, write and speak the English language fluently
  
  

• Computer skills
• Strong Microsoft Office skills, Power Point and Excel
• Ability to work with various PMS Systems such as SMS, POS Systems and Hotsos
  

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.