Front Office Manager

Carter Hospitality Group•Kissimmee, FL

6d•Onsite

About The Position

The Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Office Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.

Requirements

Must have high school diploma or equivalent
Must have minimum of three years’ experience in Front Desk operations (hospitality preferred)
Must be able to communicate effectively in English
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and employees
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Knowledge of leadership techniques
Ability to work harmoniously with fellow employees and guests
Follow all company policies and procedures
Must have self-starting personality with an even disposition
Maintain a professional appearance and manner at all times
Ability to communicate well with guests
Ability to observe and detect signs of emergency situations
Ability to establish and מלאeffective working relationships with associates, customers and patrons
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Must have basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to access and accurately input information using a moderately complex computer system
Thank guests with genuine appreciation
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height
Ability to stand, walk and continuously perform behind the front desk

Nice To Haves

multi-lingual a plus

Responsibilities

Controls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
Ensures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc
Constantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered to
Conducts pre-shift meeting and inspect employees’ grooming and attire
Monitors the check in/check out process
Responsible for coaching and counseling personnel within the Front Office
Completes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick time
Ensures exceptional guest service is achieved for the check-in and check-out
Maintains a system of communication between the Front Office and other departments
Works closely with the General Manager to review revenue and guest service goals
Works with the Sales Department to ensure that all group room requirements are met and properly billed
Coordinates with sales department to satisfy all group expectations and needs
Follows-up on all VIP blocks and inspect rooms prior to arrival
Controls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etc
Inspects departure report daily, updating records as necessary
Reviews Housekeeping Reports and rectify all discrepancies before end of shift
Reviews Room Revenue Report to ensure rates are correctly entered before close of day
Coordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairs
Monitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billings
Receives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GM
Reviews daily business levels, anticipates critical situations and executes solutions
Builds rates and packages within the property management system, manages said rates accordingly
Ensures all corporate rates are entered within the property management system within 24 hours of contract being signed
Monitors all billing activity by day
Manages inventory of units and complete close outs on extranets as required
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
Adheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible
Learns, understands, refers to, and enforces the Standard Operating Procedures
Fulfills Manager on Duty shifts
Any and all duties assigned by management