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Front Office Manager

Front Office Manager

Ascent HospitalityMontgomery, AL
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ESSENTIAL FUNCTIONS

  • Scheduling of guest services front desk representatives, night audit staff and breakfast attendants (as applicable)
  • Fulfill shift(s) as Manager on Duty as assigned.
  • Hands on approach to leading the Guest Services team.
  • Maintains staffing levels of the department.
  • Maintains supplies and inventory controls for the Front Office and Pantry.
  • Provide management support and coverage in other areas of hotel (as needed)
  • Review all schedules, ensuring all issues are identified and addressed
  • Conduct guest services meetings and ensure employees are kept informed
  • Be very familiar with the hotel computer system for training maintenance and trouble shooting.
  • Complete credit check daily.  Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
  • Assure knowledge and training of Marketing Programs of company and hotel.
  • Recruit, manage, and train, Front Office Team
  • Train front desk / guest services, night audit staff on all Company and Brand standard programs
  • Train front desk / guest services, night audit, staff on rewards programs and requirements
  • Maximize room occupancy at best rates.
  • Establish consistent Standard Operating Procedures
  • Ensure staff is in compliance with Company Appearance and Grooming standards.
  • Assigns duties and shifts to team members and observes performances to ensure adherence to hotel policies and established operating procedures.
  • Review guest experience scores; review scores with staff; make recommendations for improvement
  • Ensure that the staff is in proper uniform including name tags and in good condition
  • Respond to all guest inquiries, complaints and special requests.
  • Create work environment where staff are motivated, productive and positive
  • Track all of corporate accounts
  • May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.
  • Comply with hotel security, fire regulations, and all health / safety regulations and legislation
  • Oversee smooth operation of breakfast service (as applicable)

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES :

  • Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
  • Previous experience as a front desk, guest service supervisor or manager preferred
  • Must have excellent leadership and organizational skills.
  • Must have excellent customer service skills
  • Must have excellent verbal and written communication skills
  • Must be familiar with Microsoft Office
  • Must be familiar with operation of office equipment e.g.- copier, printer, facsimile machine, telephone etc.
  • Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays. Must be able to work without constant supervision.
  • Required to work desk shifts as needed

    • PHYSICAL DEMANDS :

  • Ability to stand for the entire scheduled shift.
  • While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
  • May be required to regularly lift and / or move up to 10 pounds, frequently lift and / or move up to 25 pounds, and occasionally lift and / or move up to 50 pounds.
  • Must be capable of effectively using close vision, distance vision, and color vision.
  • Able to operate in mentally and physically stressful situations

    • QUALIFICATION STANDARDS :

  • High school education required. Some college Some college preferred.
  • Minimum one (1) year in a management role in a hotel required.
  • Must be able to effectively lead a team
  • Knowledge of and ability to operate personal computers and various property specific applications.
  • Ability to read and speak English fluently. Second or multiple languages are a plus.
  • Ability to perform under pressure.
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    Front Office Manager • Montgomery, AL