Job Description

Job Title:                  Front Office Manager


Job Summary: 

   Manages all duties of the front desk operation, including reservations and guest services. Responsible for staff training, inter-department communications, and staff scheduling.
Maximizes revenue through cost control and proper front desk techniques.


Job Duties:

  • ·

    Day to Day Duties:

     

    1. Maintain group files
    2. Maintain CRO inventory
    3. Check CRO commission reports
    4. Manage & maintain courtesy calls
    5. Approval of weekly schedule*
    6. Organizing/running monthly Front Office meeting*
    7. Training of new employees*
    8. Maintaining/improving training of present employees*
    9. Hiring of new staff*
    10. Quarterly job reviews of staff*
    11. Managing e-mail reservations*
         14. Managing employee reservations*
  • Hires, trains, and disciplines staff. Determines work procedures and prepares work schedules to ensure the smooth operation of the front desk.
  • · Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensures all guest service issues are resolved prior to guests leaving the property.
  • · Trains front desk staff on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structures.
  • · Strives to be innovative in new programs designed to eliminate waste and increase productivity.
  • · Performs administrative and financial duties such as daily reports, credit card reversals, bank deposits, accounts receivables, rooming lists, and office supply inventory.
  • · Manages departmental expenses within budgeted guidelines.
  • · Performs other duties as assigned.
  • Manages all aspects of the hotel in the absence of the General Manager.

Qualifications:

  • · High school diploma or equivalent
  • · Minimum of two years experience at front desk with complete understanding of front office operations. Previous experience in hospitality management preferred.
  • · Superior customer service and public relations skills.
  • · Excellent organization and time management skills.· Ability to communicate clearly and effectively with customers, co-workers, and managers.
  • · Knowledge of Microsoft Office, Internet, and (Visual Matrix) property management systems.
  • · Ability to work a flexible schedule, including weekends and holidays.