About the job
The Front Office Manager plays a pivotal role in overseeing the daily functions of the Front Office Department. This position is crucial for ensuring that both guest and employee satisfaction consistently surpass expectations, all while delivering profitable outcomes for owners and investors. The Front Office Manager will ensure that the front desk and communications align with hotel standards to maximize guest satisfaction and serve as the primary contact for guests as well as other hotel departments.
Duties & Functions:
- Directly oversees the daily front office operations, ensuring adherence to established hotel policies and procedures for a safe environment and high-quality service, aiming for maximum guest satisfaction and financial success.
- Responds professionally and courteously to incoming, departing, and in-house guests, providing timely and accurate information and services.
- Handles inquiries and manages reservations from agents, both in person and via telephone, with a courteous demeanor.
- Stays informed about all in-house and area activities to provide timely and knowledgeable responses to guest questions and concerns.
- Manages cash transactions at the front desk and maintains complete accountability for the personal bank in accordance with hotel banking policies.
- Possesses comprehensive knowledge of the hotel's emergency procedures.
- Reviews issues arising from the previous day’s night audit and daily operations, addressing them with the team or individual members as necessary.
- Monitors room inventory to ensure optimal balance and encourages team members to achieve sell-out goals, providing training on this strategy.
- Ensures compliance with brand standards, operating procedures, and policies.
- Communicates effectively with other departments to guarantee guest and associate satisfaction.
- Participates in Fire Safety and Loss Prevention programs.
- Conducts hiring, training, coaching, and counseling for the front office team.
- Tracks and reviews guest feedback to identify improvement areas, sharing insights with the team to enhance guest satisfaction, relations, and loyalty scores, responding directly to guests as required.
- Monitors availability and occupancy daily, maintaining constant communication with the revenue manager to resolve any challenges.
- Performs any other reasonable duties as assigned by the supervisor or manager.
- Recognizes that working in the hospitality industry may require providing lateral service and may involve team members performing various related tasks as needed to deliver exceptional service.
