Job description

Position Front Office Manager

Reporting Relationship General Manager or Director of Operations

Position Summary:

The Front Office Manager directs and controls operation of the front office and coordinates

activities to obtain optimal room occupancy, revenue and guest satisfaction. The Front Office

Manager oversees all activities in the front office to ensure high guest service standards are met,

as well as accuracy in all phases of the operation.

Core Responsibilities:

• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
• Have complete understanding of Front Office staff’s job descriptions and duties and be able to perform duties at any given time.
• Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking and unusual circumstances.
• Guide occupancy for maximum yield management of the hotel.
• Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• Perform other duties as assigned.

Knowledge, Skills, and Competencies:

• High work ethic, self-initiative , independent judgment
• Proven customer service and problem solving experience
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

• Sit, stand and walk for varying lengths of time, often long periods of time
• Bend, stoop, squat and stretch to fulfill cleaning requirements
• Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to fifty (50) pounds
• Possess valid driver’s license and safely drive guest vehicles. Have proof of safe driving record as indicated by a copy of Motor Vehicle record.
• Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Know and be able to administer first aid
• Direct evacuations in an emergency

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekend availability

Ability to commute/relocate:

• Mars, PA 16046: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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