FRONT OFFICE MANAGER

Expotel Hospitality•Baton Rouge, LA

About The Position

Watermark BR, located beautiful downtown, is looking for a full-time Front Desk (Guest Services) Manager, who would report to the General Manager. The Front Office Manager is responsible for ensuring the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. Watermark BR is Exactly Like Nothing Else! Our one-of-a-kind hotel is a part of the Marriott Autograph Collection and boasts of a historic classic design both inside and out. Built as Baton Rouge's first "skyscraper" in the 1927, our iconic building started out as the headquarters for Louisiana Trust & Savings Bank. After more than 50 years serving as a banking institution, our landmark continues to be informally called the Old Louisiana National Bank building. The original architecture was Art Deco, but there are intriguing elements of Greek Revival design also present, making this one of the most eclectic and interesting structures in downtown Baton Rouge. Murals painted by celebrated New Orleans artist, Angela Gregory, have been painstakingly preserved and adorn the ceilings of our magnificent lobby and restaurant. Carved marble walls and a grand staircase lead down to the original bank vaults that held the treasures of Baton Rouge's elite. Towering above downtown overlooking the Mississippi River, Watermark BR stands as a tribute to the city's history and elegance. Stunningly preserved, our beautiful public spaces and restaurants blend references of the 20's through the 60's with modern design.

Requirements

At least 4 years of progressive experience in a hotel or a related field; and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous management experience required.
Long hours sometimes required.
Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high-pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
Must be able to work and understand financial information and data, and basic arithmetic functions.

Responsibilities

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
Respond to all guests requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Develop employee morale and ensure training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Monitor oversold dates to ensure the maximization of rooms revenue.
Tour rooms operating departments daily, greeting employees and soliciting feedback.
Maximum room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Monitor and support the corporate Guest Recognition Program.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, equipment change-over, etc.
Conduct weekly Rooms Division meeting, including a monthly financial review.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Prepare department heads for succession through development of their need areas.
Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
Participate in required M.O.D. program as scheduled.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Assist in preparation of revenue and occupancy forecasting.
Operate pagers and radios efficiently and professionally in communicating with hotel staff.
Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff are knowledgeable in understanding and implementing corporate programs.