Front Office Manager

HEI Hotels and Resorts•Berkeley, CA

4d•Onsite

About The Position

The Front Office Manager ensures guest service standards are met during arrival, departure, and other guest contacts through effective training, staffing, supervision, supply management, and monitoring of guest feedback. The role oversees front office operations and systems, supports room revenue and inventory goals, manages labor and expenses, and coordinates with other hotel departments to promote guest satisfaction and quality. The position also leads staff hiring, training, development, communication, performance management, and discipline as appropriate. It handles customer concerns, supports compliance with hotel and brand standards, and contributes to forecasts, reports, budgets, and sales strategies.

Requirements

Minimum of 2 years of front desk experience, preferably in a leadership role.
Proficiency with a property management system (PMS).
Advanced knowledge of the brand’s rewards program.
Ability to handle cash and credit transactions.
Computer literacy and financial management skills.
Ability to work effectively with internal and external customers, including handling difficult interactions with patience, tact, and diplomacy.
General knowledge of local attractions and transportation.
Ability to observe and detect signs of emergency situations and remain calm and alert during emergencies or periods of heavy hotel activity.
Working knowledge of federal, state, and local laws relating to equal employment opportunity, civil rights, occupational safety and health, wage and hour issues, and labor relations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act quickly based on experience and judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, business plans, repairs and maintenance, budget forecasting, quality assurance, hospitality law, and long-range planning.
Effective verbal and written communication skills.
Ability to adapt communication style to different audiences.

Nice To Haves

Front desk experience in a leadership role.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist with development of the room’s budget.
Monitor and maintain front office systems and equipment.
Track guest satisfaction surveys and maximize use of the guest response tracking system.
Develop and implement expense-management controls.
Use labor management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and manage staff; resolve problems, maintain open communication, and recommend discipline or termination when appropriate.
Ensure timely completion of performance appraisals.
Communicate clear direction to staff verbally and in writing.
Interact positively with customers and resolve problems to maintain customer satisfaction and quality.
Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
Ensure Front Office Quality Standards are consistently met.
Coordinate activities with other hotel departments to improve communication and guest satisfaction.
Assist with daily room inventory maintenance to achieve optimal revenue while meeting guest expectations.
Resolve customer complaints and anticipate potential problems by monitoring complaints, operational issues, business flow, and associate performance.
Build relationships with the sales team to develop and implement strategies to improve occupancy and revenue.
Maintain regular attendance and perform other job-related duties as assigned.