Front Office Manager

Concord Hospitality Enterprises•Jersey City, NJ

19d•$57,921 - $72,402

About The Position

The Front Office Manager (also referred to as Guest Services Manager) is responsible for the success of the front desk, guest satisfaction, product quality, and managing hotel areas according to brand standards. The manager promotes a friendly atmosphere of superior guest service and product quality and sets an exemplary example for staff. The role oversees guest service, front desk operations, revenue-management support, financial controls and reporting, human resources functions, safety and security, and property standards. It includes training and developing staff, maintaining a cooperative workplace, and supporting preventive maintenance and hotel quality audits.

Responsibilities

Maintain guest service as the hotel's guiding philosophy, respond promptly to guest needs, and work to ensure guest satisfaction.
Train hotel staff, including new hires, in guest-service standards; develop added-value service programs and encourage responsive guest assistance.
Meet or exceed guest satisfaction measures and ensure hotel standards and services support consistent guest service.
Serve as manager on duty and manage front desk operations.
Train front desk staff in check-in/check-out, telephone procedures, hotel amenities, computer systems, and financial-control procedures for cash, vouchers, inventories, and receivables.
Assist with revenue-management functions, participate in calls with Corporate Management and brand revenue-management centers, and work with the General Manager and Sales Manager/DOS on business ideas, rate codes, and rooming lists.
Produce accurate financial reports on time.
Manage recruiting, selection, orientation, training, performance planning and evaluation, and pay and reward programs for front desk staff.
Maintain a positive, cooperative work environment; communicate hotel objectives and personnel policies; resolve employee grievances fairly and promptly; and mentor direct reports.
Maintain accurate personnel files in compliance with local and federal laws and regulations, and ensure employees understand policies, pay procedures, bonus plans, and benefits.
Ensure training objectives and development plans are completed and monitor turnover levels.
Know applicable local health and safety codes; identify and correct potential safety hazards and security problems; and ensure compliance with hotel key-control procedures.
Maintain physical product standards through preventive maintenance programs and scheduled deep cleaning; promote employee involvement in maintenance; and protect the hotel's interests during capital projects.
Maintain acceptable property quality audits and periodically inspect rooms, the building exterior, and the parking lot.