Front Office Manager

The Riverfront Hotel•New Orleans, LA

5d•Onsite

About The Position

The Front Office Manager is responsible for the attentive, friendly, efficient, and courteous operation of Guest Services, Concierge, and Uniformed Services/Transportation. The role provides guests with quality service before and throughout their stays while maximizing room revenue and occupancy. The manager supervises and develops Guest Services personnel, manages front-office operations and systems, and coordinates with other hotel departments to support guest satisfaction and efficient hotel operations.

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 is required.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
A valid driver's license from the applicable state.
Ability to communicate effectively verbally and in writing 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 understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Responsibilities

Respond to guest requests, problems, complaints, and accidents in an attentive, courteous, and efficient manner, and follow up to ensure satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Review daily operating status, analyze rate variances, monitor credit reports and house counts, and maximize room revenue and occupancy.
Monitor daily selling status, including flash reports and allowances.
Attend daily and monthly Rooms Merchandizing meetings and participate in the M.O.D. program as scheduled.
Review Guest Services staff hours for payroll compilation and submit them to Accounting on time.
Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast 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 proper operation of 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 hotel policies and house rules and understand hospitality terms.
Ensure Guest Services staff sign off on Service Standards by Position.
Assist in preparing revenue and occupancy forecasts.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Use radios efficiently and professionally and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of the Highgate Hotel philosophy of service.
Ensure accurate cash handling at the Front Desk and enforce hotel credit policies.
Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
Maintain and monitor Lost and Found procedures and the key control system according to hotel standards.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on its contribution to guest-service and audit scores.
Monitor V.I.P.s, special guests, and requests.
Carry a cell phone at all times.
Attend required hotel meetings and trainings and participate in M.O.D. coverage as required.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
Comply with hotel standards and regulations to encourage safe and efficient operations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems effectively, including anticipating, preventing, identifying, and solving them.
Maintain confidentiality and 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