Front Office Manager

Hersha Hospitality Management LP•Big Sky, MT

About The Position

The Front Office Manager manages hotel front office operations in accordance with established guest service and sustainability standards. This role leads and supports associates, oversees guest services department managers, monitors guest satisfaction and front office financial operations, and develops and manages department budgets and forecasts. The manager also oversees vendor and personnel contracts throughout the hotel and promotes a professional, service-focused team environment.

Requirements

At least 2 to 3 years of progressive experience in a hotel or related field.
High school diploma or equivalent.
Good verbal and written communication skills.
Basic computational ability and computer skills.
Ability to maintain composure and manage stressful situations.
Ability to work in a team environment as a team leader with minimal direct supervision.
Ability to maintain a neat, clean, and well-groomed professional appearance in accordance with Marriott standards.

Nice To Haves

College coursework in a related field.
Previous supervisory responsibility.

Responsibilities

Interview, select, train, schedule, coach, and support associates in accordance with brand or hotel standards and HHM core values.
Complete staff development plans focused on continual learning and conduct one-on-one meetings with team members.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Monitor front office financial operations and ensure compliance with accounting controls and procedures.
Administer payroll for department personnel.
Foster a hotel environment emphasizing motivation, empowerment, teamwork, and service.
Remain available and approachable to team members.
Maintain effective departmental communication through logs and department and hotel meetings.
Develop, implement, and monitor daily, weekly, monthly, and annual department budgets and forecasts.
Review capital budget items for approval and place orders as required.
Supervise all guest services department managers.
Review guest correspondence and incident logs, and direct staff based on the information obtained.
Maintain professionalism and courtesy toward team members.
Encourage and recognize decisions that result in successes as well as failures.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to promote efficient use of rooms and minimize overbooking.
Create measurable action plans to address guest service deficiencies.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.