Front Office Manager

Oversees all Front Office Operations to insure profitability, control costs, maximize profits, ensures quality service standards and to insure total guest satisfaction.

Responsibilities :

• Ensures complete guest satisfaction.
• Achieves financial goals.
• Drives the Revenue Management process.
• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including : rate and availability calendar.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and / or attend meetings to obtain and disseminate pertinent information.
• Implement and monitor all brand and corporate marketing initiatives.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.
• Investigates guest complaints.
• Participates and / or steers the hotel Safety Committee.
• Ensures that Quality Standards and Services are maintained for Property, Product, and People.
• Provide assistance and instruction to employees and make routine hiring decisions.
• Manages Guest Service Relations, Training, and Guest Response processes.
• Communicates daily with other management, department heads and employees to ensure proper operating procedures are in compliance.
• Must be able to work all shifts.
• Ensures Security for the hotel’s customers, employees, and property assets.
• Remains current on business trends and local activities.
• Enforces established policies and procedures the hotel brand and Winston Hospitality.
• May be required to work a varying schedule.
• Assists in check-in / check-out of guests or any related guest service activity.
• Perform room inspections which require bending, stooping, reaching overhead and moving throughout guest floors.
• Perform other duties as requested.
• Participates and ensures smooth operation of Manager On Duty (MOD) Program.
• Assists in conducting the departmental operational audits and assists in developing corrective action plans.
• Practices the Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
• Supports hotel’s training needs and efforts.
• Monitors Guest Scores and focuses on product improvement to include the PIP and Capital process.