Front Office Manager

Job Summary:

It is the primary responsibility of the Front Office Manager to oversee all aspects of the Front Office and staff, in order to ensure quality guest satisfaction and operational efficiency.

Accountabilities:

The Front Office Manager must ensure smooth operation of the Front Desk and all of its operations. He or she is responsible for staying within budgetary guidelines, following guidelines as specified in S.O.P.'s and training employees within those guidelines.

Duties and Functions:

• Approach all encounters with guests and employees in a friendly, service oriented manner.
• Maintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations.
• Assist G.S.A.'s with check-ins and check-outs, confirming all SOP's are being followed properly.
• Supervise Front Desk Agents' duties.Oversee Supervisors complaint and request log.
• Confirm tracking of employee behavior.
• Monitor PBX, Front Office, Bellstaff, and Concierge to ensure highest quality of guest relations.
• Authorize and sign adjustments over the limit.Complete understanding of emergency systems.
• Coordinate training programs for all Front Office employees.Supervise staff including hiring, training, and scheduling.
• Review and evaluate all department personnel in accordance with company policy.
• Handle guest complaints, react quickly, logging and notify proper areas to service guest.
• Research customer complaints and respond in a timely manner.Must be able to perform all Front Desk duties.
• Complete special projects in a timely manner as required for GM's or Executive Committee.
• Oversee all special programs involving Front Office, PBX, and Bellstaff.Attend pre-con meetings.
• Assist all complex cashiers with change in the absence of General Cashier.
• Supervise all maintenance problems with sleeping rooms, keeping daily logs.
• Log all phone problems, write work orders, sign receipt upon completion of work.
• All other duties assigned by management.
• Assist Accounting department with research of overdue accounts.Encourage growth of individual employees within the Company.
• Attend weekly staff meetings.
• Other duties as required.

Qualifications:

Education and Experience: At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.

Tools & Equipment: Calculator , Typewriter , PC, other office equipment.

Physical requirements: Long hours sometimes required.

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Job Type: Full-time

Pay: $700.00 - $1,000.00 per week

Work Location: In person