Front Office Manager (Embassy Suites Brier Creek)

WINWOOD HOSPITALITY GROUP•Raleigh, NC

9d•Onsite

About The Position

The Front Office Manager is responsible for the hotel’s overall operational success, including meeting or exceeding revenue and profit objectives while ensuring guest satisfaction and product quality standards. The position supports department managers in operating the hotel in accordance with brand standards and modeling superior guest service. Work is approximately 60% operational and 40% administrative, with administrative tasks sometimes performed while supporting Front Desk operations. Daily supervision of hotel operations is shared with the General Manager. Managerial coverage generally begins around 7:00–7:30 AM for one manager and continues until approximately 9:30 PM for the other, with schedules adjusted to business levels and operational needs. The manager participates in the Manager on Duty rotation and works at least 16 hours in Guest Services Associate shifts. The hotel operates year-round, 24 hours a day, and staff may be asked to assist outside their usual work areas. A flexible schedule may vary from week to week, including weekends and holidays.

Requirements

High school diploma or GED.
Six to twelve months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and write English and perform mathematical computations such as addition and multiplication.
Ability to communicate effectively with customers and use tact and diplomacy to solve practical problems.
Ability to stand, walk, talk, and listen; remain on foot for a large portion of the day or shift; stoop, kneel, crouch, reach, and use hands to handle or feel tools and controls.
Ability to lift and move heavy objects such as tables and cases of food and beverages, and carry items weighing 25–50 pounds.
Ability to focus while standing and moving about, including bending and climbing stairs.
Availability to work weekends and holidays on a flexible schedule.

Responsibilities

Exceed guest expectations through personal example and coaching Guest Services staff, using guest feedback as a measure.
Translate strategies established by the General Manager and Sales Team into operational priorities for Front Office and other assigned teams.
Foster a team culture of continuous improvement, cooperation, loyalty, stability, and superior service.
Maintain brand standards for operations, safety, and services.
Schedule Front Desk, Breakfast, Front Office, and other assigned staff in accordance with budget, financial, and forecast guidelines.
Manage arrivals, Hilton Honors assignments and amenities, and Front Desk readiness for forecast departures and arrivals.
Ensure Front Desk tasks are completed correctly to protect revenues and financial checks and balances.
Coordinate with Housekeeping and Engineering to support hotel maintenance and responsive guest service.
Hire, train, and track mandated training for direct reports.
Manage accounts receivable for direct-bill accounts, Hilton Honors submissions, credit card disputes, and guest billing inquiries.
Manage Suite Shop purchasing, postings, inventory, accountability, and operating margins.
Support timely responses to guest assistance requests.
Schedule and monitor expenses to meet or exceed budgeted profit margins; anticipate revenue and cost issues and manage discretionary costs to stabilize cash flow.
Analyze operational forecasts and needs and adjust labor requirements and operating costs.
Train staff in financial controls for cash, vouchers, inventories, and receivables, and ensure procedures are followed.
Produce accurate, timely inventories, purchasing records, and other required reports; identify revenue and expense opportunities and potential problems.
Forecast occupancy changes in response to market conditions and pursue rate, revenue, and cost objectives.
Ensure staff understand the guest service guarantee and are trained to meet service standards; develop customer-service programs and encourage responsive guest assistance.
Develop and implement Front Desk procedures that promote guest loyalty and grow RevPAR and market share.
Understand competitor performance, revenue strategies, key accounts, and appropriate sales actions, including sales calls and property tours.
Manage human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, and pay and reward programs.
Maintain a cooperative work environment, communicate hotel objectives, ensure personnel files comply with applicable laws, administer personnel policies and compensation programs, complete training and development plans, and monitor turnover.
Know applicable local health and safety codes and regulations; recognize and correct safety and security hazards; follow and train staff on key-control procedures.
Participate in the Manager on Duty rotation and work at least 16 hours as a Guest Services Associate, covering shifts as the sole GSA, second GSA, or GSA3 Night Audit.
Maintain physical product standards through preventive maintenance programs and deep-cleaning schedules, encourage staff involvement, and protect hotel interests during capital projects.
Periodically inspect guest rooms, the building exterior, parking lot, and other areas; maintain acceptable or better property quality assurance audit scores.
Wear a clean GM-approved uniform and name tag.
Perform other duties assigned by the General Manager.
Assist in other hotel areas as needed during scheduled shifts.