Front Office Manager

French Lick Resort•New York, NY

16d

About The Position

The main purpose of the Front Office Manager is to oversee all aspects of the Front Desk operations to ensure the correct and appropriate checking in and checking out of guests and provide services to these guests courteously and professionally by appropriate management of the front office and night audit teams. HOTEL VALUES: This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance. The hotel values a LOU attitude, where an employee is encouraged to Lead, take Ownership, and deal with situations of all kinds with a sense of Urgency. While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers. The hotel believes in a culture where team members help each other, and work together in an environment where the most important task is providing exceptional service to guests, at all times. As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

Requirements

Previous experience in a similar position is required.
Requires a minimum of 1 year of supervisory experience.
The position requires a varied work schedule that may include evenings, nights, and weekends.
Computer skills required including: Word and Excel.
Clear concise written and verbal communication skills.
Strong organizational skills.
Excellent interpersonal skills.

Responsibilities

Maintain high standards of guest services and a consistent guest experience per brand requirements
Ensure management of the rate structure, via Reservations and Front Office salesmanship
Meet or exceed the average rate goals of the hotel as well as total rooms revenue.
Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
Develop programs to encourage team to provide exceptional service, control costs, improve guest service, and/or improve morale.
Complete brand checklists weekly, monthly, and quarterly.
Maintain open and clear communication with all internal departments.
Ensure proper and appropriate staffing and staff training in all areas at all times.
Schedule to peaks and valleys in occupancy without supervision. Control labor costs to be within budget. Process payroll, edit punches.
Able to direct all fire, life, and safety procedures and train staff appropriately.
Create a culture of profitability, guest satisfaction and employee satisfaction.
Develop, implement and monitor guest service programs and VIP programs.
Assist team in handling and solving all complaints and incidents and communicate results with corporate.
Resolve employee complaints and grievances. Develop plans for achieving high opinion survey scores.
Manage, reward, coach, counsel, discipline and terminate employees as needed with no supervision.
Control departmental budget through use of check book. Develop and implement annual budget.
Provide regular and annual performance feedback on all team members. Recommend and implement increases for same.
Have complete knowledge of hotel services, outlet hours of operation, and knowledge of area.