Front Office Manager

Highgate Hotels•Exton, PA

24d

About The Position

The Front Office Manager is responsible for the operation of Guest Services, Concierge, and Uniformed Services/Transportation, delivering attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role oversees guest service personnel, staffing, training, scheduling, payroll review, front office systems, cash handling, credit policies, guest requests, and compliance with Highgate Hotel standards and procedures. The manager works closely with Housekeeping, Reservations, Accounting, and the Credit Manager, supports revenue and occupancy forecasting, and participates in required hotel meetings and Manager on Duty coverage.

Requirements

At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience is required.
Exceptional customer service skills.
Proficiency in Windows and Microsoft Office.
Ability to work long hours when required.
Warm and friendly demeanor.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.

Responsibilities

Respond to guest requests, problems, complaints, and accidents through the Front Desk, reservations, comment cards, letters, or phone calls, and follow up to ensure satisfaction.
Motivate, coach, counsel, discipline, interview, hire, and train Guest Services personnel in accordance with Highgate Hotel procedures.
Develop employee morale and ensure Guest Services staff complete required service-standard sign-offs.
Maximize room revenue and occupancy by reviewing daily status, rate variances, credit reports, house count, and selling status.
Attend daily and monthly Rooms Merchandising meetings and participate in the required Manager on Duty program.
Review staff hours for payroll and submit information to Accounting on time; prepare employee schedules according to business forecasts, payroll budgets, and productivity requirements.
Ensure no-show revenue is maximized through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow procedures for its use.
Ensure staff greet and welcome guests at the Front Desk in accordance with hotel standards.
Ensure implementation of hotel policies and house rules and coordinate ongoing implementation of the Highgate Hotel service philosophy.
Assist with revenue and occupancy forecasting.
Ensure timely, professional logging and delivery of messages, packages, and mail.
Maintain communication with Housekeeping, Reservations, and the Credit Manager.
Ensure accurate Front Desk cash handling and enforce hotel credit policies.
Ensure employees provide attentive, friendly, helpful, and courteous service to guests, managers, and coworkers.
Maintain Lost and Found procedures and policies and establish and maintain the key control system.
Ensure department participation in monthly team meetings and focus Guest Services on contributing to guest service and audit scores.
Monitor VIPs, special guests, and requests.
Maintain required par levels of front office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit, as well as the Front Office log book and Guest Request log.
Attend required hotel meetings and trainings, participate in Manager on Duty coverage as required, and maintain regular attendance according to hotel standards and scheduling needs.
Maintain high standards of personal appearance and grooming, including wearing nametags, and comply with hotel standards and regulations for safe and efficient operations.
Promote productivity, identify problem areas, help implement solutions, handle problems effectively, and perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law