Front Office Manager

Punderson Manor Lodge•Newbury Township, OH

12d•Onsite

About The Position

Front Office Manager Job Summary: Punderson Manor Lodge & Conference Center is seeking a highly organized and experienced Front Office Manager to join our team. The Front Office Manager will be responsible for overseeing the day-to-day operations of the front desk, managing a team of front desk agents, and ensuring all guests receive exceptional service during their stay. This is a full-time administrative position with a competitive salary and benefits package, located in Newbury, OH.

Requirements

Must possess basic education at High-School level or equivalent
One (1) to three (3) years experience as a Front Desk Agent
One (1) year of supervisory or management experience preferably with a Hotel Front Desk
Must be well organized, detail orientated, handle multiple events, have exceptional telephone etiquette and have outstanding customer service skills
Must have a professional courteous and friendly manner
Exhibits excellent listening and negotiation skills and the ability to ask open ended questions
Must be able to stand for up to four (4) hours at a time
Must have the ability to work under pressure
Experience with revenue management, rooms management and assignment of rooms
Must have proven communication skills both written and oral
Competence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) required
Must remain flexible with schedule to accommodate business needs, including evenings, weekends & holidays
Must be able to perform tasks in a safe manner and adhere to company policies and procedures

Responsibilities

Interview, select, supervise and evaluate job performance of front desk agents and night auditors.
Supervise and motivate staff to ensure that proper guest service is the number one priority at the hotel/lodge.
Coordinate the training of new employees and the on-going training of front desk staff.
Prepare weekly schedule for front desk agents, reservations and night audit staying within company established budget.
Work desk shifts when business levels require and cover shifts when a desk agent, night auditor or reservationist has a schedule conflict or cannot work their shift as scheduled.
Ensure that employee performance is evaluated in a timely manner using the company provided forms.
Ensure that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.).
Achieve a high level score from guest comments and Star Shopper reports.
Answer switchboard calls in a professional and friendly manner.
Operate the front desk system to make reservations.
Check guests in and out using the established company standards.
Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
Maintain room inventory by keeping abreast of all revenue lost through out of order rooms and other maintenance problems.
Resolve such problems in a timely basis with Maintenance and Housekeeping.
Maintain and uphold all Front of the House operations while setting the standards of high guest service.
Find and implement professional resolutions to problems and complaints as they occur.
Communicate with the GM on a daily basis regarding operational developments of concern.
Work with Regional Marketing Manager on packages and prepares coupons and package amenities as needed.
Pre-block rooms and cabins.
Interface with the sales office to coordinate group room details.
Approve all weekly time sheets /payroll, purchase orders, and invoices.
Update time & attendance point sheets as needed.
Participate in property meetings and employee functions as required.
Act as Manager On Duty as required.
Perform other duties as assigned.