Hotel Front Office Manager

Duprey Hospitality•Concord, NH

10d

About The Position

At Duprey Hospitality, we take pride in curating exceptional experiences and managing properties with a commitment to excellence. Headquartered in the heart of Concord, New Hampshire, we are a hospitality management company dedicated to elevating the standards of service and creating thriving environments for our guest and team members. Job Summary The Front Office Manager (FOM) is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person. The FOM is responsible for coordinating, verifying, and balancing all revenues daily and administering all property level accounts receivable and accounts payable functions.

Requirements

Customer Service: Displays a professional sense of urgency when communicating and interacting with guests, coworkers and the public in a way that exceeds the guest’s wants and needs. Identifies opportunities to improve and deliver additional value to guest’s experience by presenting creative solutions and innovative ideas.
Communication: Actively listens to guests, coworkers and public (viewing the situation from the guest’s perspective) and works together to solve the problem through effective communication.
Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
Quality: Work “product or service” is free of errors and exceeds guests’ expectations.
High school diploma or GED equivalent; one to two years of related experience or training; or equivalent combination of education and experience.
Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules and memos. Speak clearly, distinctly and with confidence using appropriate pauses, emphasis and punctuation.
Mathematical Skills - Requires mathematical development sufficient to be able to: add, subtract, multiply and divide all units of measure.
Reasoning Ability - Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral or diagram form. Ability to professionally deal with problems in standardized situations.
Ability to pass pre-employment drug test and background check
Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
Inside environmental conditions protected from weather conditions. Potential exposure to paint, solvents, cleaning chemicals and/or fumes

Responsibilities

Provide professional and courteous guest service at all times
Greet arriving guests
Answer telephone calls courteously and efficiently
Professionally and diplomatically handle guest complaints
Respond to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment and travel directions
Facilitate direct bills
Generate, confirm, cancel and change guest reservations
Keep records of room availability and guest’s accounts
Assist arriving and departing guests with luggage
Compute bills, receive payments and make change for guests
Make restaurant, transportation or entertainment reservations for guests
Promote any current hotel and franchise marketing programs
Oversee Guest Services Agents to ensure brand and hotel standards and training are maintained
Ability to work well with a diverse group of people
Verifies revenues and tray figures on Daily Sales Report (Reconciling with pep, M3, and all systems)
Completes spreadsheets required by Corporate Office for logging/reconciliations and record keeping
Invoices and mails all direct bill and outstanding accounts- posting all received payments
Collects/Verifies cash deposits in safe from GCC bars/prepares bank deposits to include all cash/checks
Assists in preparing/providing month end reporting data for financials
Act as Manager on duty when scheduled
Maintain wake-up call service
Maintain office supply inventory
Post ancillary charges to guest folios (i.e. food, room, telephone)
Maintain clean and neat work and storage spaces
Assist with appropriate storage of guest property
Attend monthly department meeting
Complete projects as determined by General Manager
Assist other coworkers/departments when necessary
Assist with inventory and ordering
Participate in ongoing education and training
Other duties as assigned