Front Office Manager

Marriott•Walnut Creek, CA

12d•Onsite

About The Position

The Front Office Manager is responsible for coordinating Front Office activities of the hotel, maintaining a high quality of services offered to guests through management of reservations, guest registration, bell services, telephone services, and guest accounting. The role also involves establishing operational standards and maximizing hotel profits.

Requirements

High School completion or an equivalent level of education and experiences.
1-2 years of previous experience in the hospitality industry, preferable in the Front Office Department.
Ability to read and interpret business records and statistical reports.
Ability to use mathematical skills to interpret financial information and prepare budgets.
Ability to analyze and interpret policies established by administrators.
Ability to understand the government regulations covering business operations.
Ability to make business decisions based on production reports and similar facts.
Ability to make business decisions based on your own experience and opinion.
Ability to see differences in widths and lengths of lines such as those on graphs.
Ability to deal with the public, customers, employees, union and government officials with tact and courtesy.
Ability to plan and organize the work of others.
Ability to change activity frequently and cope with interruptions.
Ability to speak and write clearly.
Ability to accept the full responsibility for managing an activity.

Responsibilities

Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
Confers and cooperates with other managerial staff to ensure coordination of hotel activities.
Demonstrates positive leadership characteristics, which inspire employees to meet and exceed standards.
Supports and adheres to the core values, the mission statement, service fundamentals, and guest service philosophy as defined by the company.
Attends meetings as well as schedules and conducts departmental meetings.
Answers inquiries pertaining to hotel policies and services.
Ensures smooth check-in/check-out experiences, guest interactions, and guest satisfaction.
Arranges for private telephone line and other special services.
May patrol public rooms, investigate disturbances, and warn troublemakers.
Participates in the recruitment process for front office staff.
May receive and process advance registration payments.
May send out letters of confirmation or return checks when registration cannot be accepted.
Maintains standards of guest service quality.
Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
Contributes to the profitability and guest satisfaction perception of other hotel departments.
Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
Participates in the preparation of the annual hotel budget.
Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering, and quality image.
Manages in compliance with local, state, and federal laws and regulations.
Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
Maintains procedures for credit control and handling of financial transactions.
Maintains procedures for security of monies, guest security and emergency procedures.
Receives departmental-related guest complaints and ensures corrective action is taken.
Performs all other duties as assigned by a manager or supervisor.