Front Office Manager

DoubleTree•South Bend, IN

26d

About The Position

The Front Office Manager oversees the Front Office, Concierge, and Uniformed Services, ensuring attentive, friendly, efficient, and courteous operations and quality guest service before and throughout each guest’s stay. The role also focuses on maximizing room revenue and occupancy, supervising and developing Guest Services personnel, and coordinating Front Office operations with other hotel departments. The position requires a minimum 50-hour work week.

Requirements

At least 4 years of progressive experience in a hotel or related field; alternatively, a 2–4-year college degree and at least 1 year of related experience; or a 2-year college degree and 2 or more years of related experience.
Supervisory experience required.
Proficiency in Windows, Word, Excel, Delphi, and OnQ.
Ability to convey information and ideas clearly, evaluate alternatives quickly and accurately, meet deadlines, and multitask.
Ability to handle workplace problems by anticipating, preventing, identifying, and resolving them as necessary.
Ability to assimilate complex information from disparate sources and adjust it to meet needs and constraints.
Effective listening and communication skills, including understanding and clarifying concerns raised by co-workers and guests.
Ability to work with financial information and data and perform basic arithmetic.
Ability to stand for the entire shift and lift, carry, push, pull, or otherwise move up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly.
Ability to work long hours when required.
Must maintain regular attendance as required by hotel scheduling needs.
Must comply with Hilton standards and regulations and maintain required uniform, name tag, and grooming standards.

Nice To Haves

A valid driver's license from the applicable state.
Preferred familiarity with Delphi and OnQ.

Responsibilities

Provide attentive, friendly, courteous, and service-oriented interactions with guests and employees, and maintain a welcoming Front Desk environment.
Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, hire, and train Guest Services personnel in accordance with applicable company and hotel procedures.
Monitor room revenue, occupancy, rate variance, credit reports, house counts, selling status, and no-show billing; assist with revenue and occupancy forecasting.
Attend Rooms Merchandizing meetings and participate in the required Manager on Duty program as scheduled.
Review staff hours for payroll, submit payroll information to Accounting, and prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Maintain purchasing, invoice-vouchering, checkbook accounting, wage progress, productivity, and forecasting procedures according to AFP Management SOPs.
Maintain professional relationships and open communication with managers, employees, and other departments; coordinate follow-up with Accounting and maintain communication with Housekeeping, Reservations, and the Credit Manager.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming; monitor operation of the PBX console.
Ensure staff welcome guests according to hotel standards and follow company policies, hotel rules, credit policies, and applicable hospitality standards.
Manage messages, packages, and mail; use pagers and radios professionally; maintain radio etiquette and carry a pager.
Maintain Front Desk and lobby presence during peak periods and as needed; organize large group arrivals and departures.
Monitor guest recognition programs, rate quoting standards, rate restrictions, room inventory, out-of-order and discrepant rooms, sell-out opportunities, guest relocations, special room requests, and VIP arrangements.
Ensure nightly bucket checks, accurate Front Desk cash handling, safety deposit box procedures, key control, and Lost and Found procedures.
Attend staff meetings and provide training on a rotational basis; ensure staff completion of Job Skills and knowledge of corporate-sponsored programs.
Support monthly CARE Committee participation and focus the Guest Services Department on its contribution to SALT.
Monitor VIPs, special guests, and requests; maintain required supply pars; review Night Audit activity reports, Front Office logbooks, and Guest Request logs.
Maintain an organized filing system for purchases, invoices, schedules, forecasts, reports, and tracking logs.
Attend meetings and training as required and perform other duties requested by management.
Maintain regular attendance, proper uniform and name tag, personal grooming, and compliance with safety and operational standards.