FRONT OFFICE MANAGER

Expotel Hospitality•New Orleans, LA

10h•Onsite

About The Position

The Front Office Manager is responsible for overseeing the operations of Guest Services, Concierge, Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations. The role focuses on providing attentive, friendly, efficient, and courteous service to guests, maximizing room revenue and productivity, and developing the skills of managers and employees.

Requirements

At least 4 years of progressive experience in a hotel or a related field; and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous management experience required.
Must be proficient in Windows , Company approved spreadsheet and word processing.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high-pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
Must be able to work and understand financial information and data, and basic arithmetic functions.

Responsibilities

Ensure the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations in an attentive, friendly, efficient and courteous manner.
Provide guests with quality service while maximizing room revenue and productivity.
Develop managers and employees.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Expotel Hospitality Service standards.
Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
Maintain a warm and friendly demeanor at all times.
Respond to all guest requests, problems, complaints, and/or accidents in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Room Division personnel according to Expotel Hospitality Service S.O.P.’s.
Prepare and conduct all front-of-house Room Division interviews and follow hiring procedures, supporting Human Resources with recruiting efforts.
Develop employee morale and ensure training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Ensure implementation of all Expotel Hospitality Service policies and house rules.
Monitor oversold dates to ensure the maximization of rooms revenue.
Tour rooms operating departments daily, greeting employees and soliciting feedback.
Ensure compliance to Expotel Hospitality Service Standard of the Week training.
Carry a pager at all times.
Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit report and maintaining close observation of daily house count.
Attend daily and monthly Rooms Merchandizing meetings.
Complete the monthly reforecast.
Monitor and support the corporate Guest Recognition Program.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with Expotel Hospitality Service S.O.P.’s in Rooms and Loss Prevention.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Monitor “Business Travel the Expotel Hospitality Service Way” to ensure the program’s integrity.
Coordinate major projects such as renovations, capital expenditures, equipment change-over, etc.
Conduct weekly Rooms Division meeting, including a monthly financial review.
Perform Rooms Managers’ performance reviews according to Expotel Hospitality Service S.O.P.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Prepare department heads for succession through development of their need areas.
Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
Participate in required M.O.D. program as scheduled.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that employees maintain Expotel Hospitality Service S.O.P.’s in its use.
Assist in preparation of revenue and occupancy forecasting.
Operate pagers and radios efficiently and professionally in communicating with hotel staff.
Coordinate all aspects of the ongoing implementation of the Expotel Hospitality Service Way philosophy of service.
Ensure that staff are knowledgeable in understanding and implementing corporate programs.
Monitor all V.I.P.’s, special guests and requests.
Conduct meetings according to Expotel Hospitality Service standards as required by management.
Perform any other duties as requested by the General Manager.