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Front Office Manager

GENERAL SUMMARY
The Front Office Manager is responsible for planning, managing, and coordinating the daily operations of the hotel front desk and bell operation. The duties include, implementing revenue management strategies, budgeting, scheduling, payroll, team member relations, purchasing, safety, and overall guest satisfaction.
CORE SCOPE OF POSITION
Plans, manages, and coordinates the daily operations of the hotel front desk and bell operations including training, performance review, and disciplining of staff. Ensures the organization objectives align with business plan and values.
Monitors work flow to ensure safe practices, work quality and accuracy; ensures compliance to applicable rules and regulations, polices and standard operating procedures.
Develops and conducts monthly departmental training and related education programs. Ensures that all staff is trained in all departmental procedures, rules, regulations and standards.
Trains staff on proper revenue management procedure, including successful selling techniques, current specials and/or promotions, and rate structure.
Strives to be innovative in new programs designed to eliminate waste and increase productivity.
Manages finances of the department, including budget and cost control. Maximizes revenue through cost control and yielding strategies.
Analyzes data and compiles reports on expenditures, wages, and labor that are relative to hotel financial forecasts and budget.
Yields room rates, room availability status, room blockage and special requests on a daily basis by working closely with the teleservice and sales teams.
Performs credit card reversals, bank deposits, accounts receivable, and room listings.
Maintains required records, gathers statistics and prepares reports as required.
Designs, plans, and coordinates special projects to improve, promote, and enhance guest service program.
Investigates and resolves complaints in a timely manner.
Effectively maintains communications between all departments
Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the hotel policies and procedures.
Complies with and follows Viejas guest service standards.
Ensures a clean, safe, hazard-free work environment is maintained.
Performs other duties as assigned.
INTERACTION
Interacts with internal and external guests.
Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.
SUPERVISION
Manages through supervisors with responsibility for results, including costs, methods and staffing.
EDUCATION/CERTIFICATION
High school diploma or general education degree (GED).
Required Skills
EXPERIENCE
3 to 4 years of related experience and/or training.
Management/leadership experience required.
Bilingual in Spanish or another second language preferred.
KNOWLEDGE AND SKILLS
Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly, and courteous manner at all times.
Excellent verbal, written, and interpersonal communication skills including pleasant and courteous voice.
Detail-oriented, organized, self-motivated, and values teamwork.
Demonstrated knowledge of budgeting and inventory control.
Able to learn Property Management System (PMS).
Ability to resolve problems efficiently and effectively.
Ability to adjust and manage change effectively.
Ability to work in a fast paced, deadline oriented environment.
Must be able to deal with emergency situations, and work well under pressure.
Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
PHYSICAL DEMANDS/WORK ENVIRONMENT
See working conditions for Front Office Manager.
Position TypeFull-Time/Regular



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