Front Office Manager

Montage International•Peapack-Gladstone, NJ

2d•Onsite

About The Position

The Front Office Manager is responsible for the management and day-to-day effective operations for guest reception, guest services, reservations, and concierge. This includes profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards.

Requirements

College degree preferred
3 to 5 years leadership experience in a luxury hotel
Experience and knowledge of hotel operations is required
Opera experience preferred
Work positively in a team environment
Excellent driving record
Exceptional guest recovery skills
Enjoy interacting with people in a fast paced environment
Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction.
Excellent organizational and time management skills
Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
Must possess a positive attitude
Must be willing to participate in a learning environment
Must integrate company values throughout all interactions
Must be able to quickly adapt to effectively using new software products
Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands

Nice To Haves

Opera experience preferred

Responsibilities

Assist front office managers with the recruitment, training and development of all associates.
Exercise coaching and counseling within hotel’s set policies.
Ensure all Human Resource standards and procedures are met on a daily basis.
Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws.
Interact frequently and positively with guests.
Resolve problems/issues to the satisfaction of involved parties.
Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times.
Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.
Control payroll and equipment costs (minimizing loss).
Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
Develop and implement cost saving and profit enhancing measures throughout the departments.
Review daily revenues and labor reports and compare to monthly forecast/budgets.
Review monthly P&L’s with the General Manager and Department Managers and assist with monthly forecasting.
Accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests stay.
Responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.
Learn the hotel's life-safety systems and be prepared at all times for emergency situations.
Develop and implement cost saving and profit enhancing measures throughout the departments.
Review daily revenues and labor reports and compare to monthly forecast/budgets.
Review monthly P&L’s with the General Manager and drive monthly forecasting process.
All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties.