Front Office Manager

Job Description

Job Description

Description :

Position : Front Office & Guest Services Mgr

Location : Rancho Santa Fe

Department : Front Office

FLSA Status : Exempt

Reports To : Director of Operations

Revised Date : June 2013

SUMMARY

The Front Office Manager oversees and leads the day to day operation of the front office including (Front desk, Concierge, PBX, Gate Greeter and Guest services) ensuring that highest standard of services are maintained. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. This position will respond quickly to guest requests and / or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. The person in this role also is a seasoned trainer in both technical and service related practices and tasks; leads FORBES and AAA training and ensures adherence to the same.

ESSENTIAL FUNCTIONS

• Responsible for short and long term planning and the management of the hotel's Front Office and Guest Services operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory
• Perform all tasks of a Front Office and guest services staff as needed to facilitate service
• Maintain excellent communication with other departments especially with Reservations and Housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff is trained in all areas
• Strive to improve service performance
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead staff, manage processes, and hold people accountable for the agreed upon activities and time tables
• Insure proper staffing levels for customer service goals
• Empower employees to provide excellent customer service
• Provide feedback to employees based on observation and service behaviors
• Trains staff and enforces adherence relating to cash handling and payment handling policies
• Ensures associates receive timely and meaningful performance reviews in accordance with Human Resources Department guidelines.
• Follows all guidelines for proper performance management, working closely with Human Resources Management when formal documentation is required.
• Ensure that personnel and payroll documentation and processing is submitted to Human Resources and Payroll Administrator in a timely manner and within property guidelines.
• Set a positive example for guest relations
• Implement the guest recognition / service program , communicate and ensure the process
• Interact with guests to obtain feedback on product quality and service
• Monitor adherence to all credit policies and procedures to minimize disputes
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial / business decision making; demonstrate honesty / integrity; lead by example
• Establish and maintain open, collaborative relationships with employees
• Ensure employee recognition is taking place on all shifts
• Communicate critical information from staff meetings, pre and post convention meetings to the Front Office staff
• Participate in and support hotel and company efforts towards sustainability and environmental initiatives as part of the Planet Green program.
• Perform other duties as directed, developed or assigned.
• Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.
• Participate in and support hotel efforts towards community service, sustainability and environmental initiatives.
• Perform other duties as directed, developed or assigned.

Requirements : QUALIFICATIONS

Required

Desirable

SKILLS

Required

Desirable

TRAVEL REQUIREMENTS

PHYSICAL DEMANDS

NOTE : A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor.