Front Office Manager

Residence Inn Exton•Exton, PA

26d•Onsite

About The Position

The Front Office Manager oversees Guest Services, Concierge, and Uniformed Services/Transportation, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role manages Guest Services personnel and front-office operations, including staffing, training, scheduling, guest concerns, revenue and occupancy monitoring, cash handling, communication with other departments, and compliance with Highgate Hotel standards and procedures.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and at least 3 years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience 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 maintain regular attendance as required by the hotel’s varying schedule.
High standards of personal appearance and grooming, including wearing a nametag.
Ability to handle problems effectively and evaluate complex information from various sources.
Ability to maintain confidentiality.

Responsibilities

Respond to guest requests, problems, complaints, and accidents in person and through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house count, and observing selling status.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program as scheduled.
Review Guest Services staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll budget guidelines, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain Highgate Hotel S.O.P.'s for purchase orders, invoice vouchering, and checkbook accounting.
Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on follow-up items, including returned checks, rejected credit cards, and employee discrepancies.
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 use it according to Highgate Hotel S.O.P.'s.
Ensure staff greet and welcome guests at the Front Desk according to Highgate Hotel S.O.P.'s.
Ensure implementation of Highgate Hotel policies and house rules; understand hospitality terms.
Ensure Guest Services staff sign off on Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate implementation of the Highgate Hotel service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
Maintain and monitor Lost and Found procedures and policies.
Establish and maintain a key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus Guest Services on contributing to Guest Service and audit scores.
Monitor V.I.P.s, 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.
Review the Front Office log book and Guest Request log daily.
Attend required hotel meetings and trainings and participate in M.O.D. coverage as required.
Maintain regular attendance, personal appearance, and grooming, including wearing a nametag; comply with Highgate Hotel standards and regulations for safe and efficient operations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
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