The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you'll deliver this through managing all aspects of the front office (for example guest registration, porter services, business center, telephone services, concierge services, and guest reservations). You'll also create the warm atmosphere that makes our guests feel at home in any location.
People
Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performanceEducate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job dutiesEnsure your team are properly trained on systems, security, service and quality standardsEnsure staff is properly uniformed and groomed at all times.
Guest Experience
Ensure your front office team delivers a great service, professional attention and personal recognitionEnsure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfactionConduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Financial
Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory managementOversee night audit function and preparation of daily financial reportsDevelop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure mannerTrain team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnelPerform other duties as assigned. May also serve as manager on duty.