Front Office Manager

Peregrine Hospitality•Norfolk, VA

21d

About The Position

The Front Office Manager oversees all aspects of Front Desk functions and works shifts at the Front Desk to manage day-to-day operations, guest service, guest concerns, and Front Desk Agent training. The role involves coordinating staffing and schedules, communicating with department managers and the Manager on Duty, monitoring and supporting associate performance, and ensuring that hotel service, operational, safety, and security standards are followed. The position requires flexible scheduling based on business needs, including holidays, nights, and weekends depending on hotel events and functions. The work involves extended periods of standing and walking, lifting or carrying up to 50 pounds, and other physical activity. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Understand the hotel's mission, vision, and goals.
Prioritize work and work efficiently with limited supervision.
Be detail-oriented and able to multitask efficiently.
Speak, understand, and communicate in the primary language or languages used in the workplace.
Possess excellent communication, follow-up, and organizational skills.
Perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow up.
Remain calm, think clearly, and resolve problems using good judgment.
Follow directions thoroughly, understand guests' service needs, and work cohesively with coworkers as part of a team.
Understand guests' service needs and maintain the confidentiality of guest information and pertinent hotel data.
Be able to push, pull, bend, squat, and lift regularly.
Meet safety requirements, including using PPE as needed for assigned duties and using required tools and equipment.
Lift and/or carry up to 50 pounds.
Hear, understand, and communicate orally and in writing with staff, vendors, and guests in normal in-person and phone conversations.
Stand and walk for extended periods and bend, twist, push, pull, stoop, and kneel.

Responsibilities

Work shifts at the Front Desk overseeing guest service needs and work alongside Front Desk Agents to cover shifts or breaks.
Welcome and register guests; provide information; obtain identification and credit/check approval as directed by hotel policy; and verify rates and departure dates.
Confirm and modify information required to complete guest registration according to hotel procedures, and check departing guests out according to procedures.
Sell guest rooms, food and beverage outlets, and seasonal hotel promotions; promote the Rewards Program to guests.
Handle the employee cash bank according to policy and reconcile charges and cash received during the shift.
Process mail, messages, faxes, and packages.
Hold pre-shift meetings, prepare for daily activities, and review variations with management and staff.
Ensure shifts are adequately staffed, including appropriate staffing during peak periods and high occupancy; assist with preparing weekly schedules according to guest needs and staff availability.
Communicate daily with department managers and the Manager on Duty to maintain consistency and pass on pertinent information.
Monitor associate performance; assist the department manager with feedback; reward, discipline, and document performance; provide timely counseling; and address associate complaints and problems.
Ensure staff are properly groomed and uniformed and that the work area remains clean.
Process timecards and payroll as required.
Ensure associates are safety conscious and trained in safe work practices; follow service, operating, safety, and security standards and procedures.
Work cohesively with coworkers and departments, follow policies and procedures, strive to improve operational standards, and meet attendance and reliability standards.
Perform additional duties as assigned by management.