FRONT OFFICE MANAGER
: Job Details :

Salary: $70,000 - $75,000

SummaryThe primary function of the FrontOffice Manager is to assist the hotel guests, and attend to their needs whileutilizing the highest possible level of service;thus, ensuring we areproviding a welcoming and accommodating environment. The Front Office Manageris also meant to direct, oversee, train and evaluate the performance of allFront Desk Supervisors, Guest Service Agents, and PBX Staff. They are to resolve guest issues and performduties as required to ensure 100% guest satisfaction.

Qualifications

To perform the jobsuccessfully, an individual must be able to adhere to each of the essentialduties satisfactorily. The requirements listed below are representative of theknowledge, skill and ability necessary to do so. Reasonable accommodations maybe made to ensure individuals with disabilities are able to perform theessential functions.

Essential Duties and Responsibilities

• Oversee Front Desk Supervisors, Guest Service Agents and PBX Staff while supervising workload during shifts.
• Evaluate Job performances of each GSA, PBX and Pool staff. (Quarterly Evaluations))
• Responsible for completion of regular (as TBD), training programs and schedules for Direct Reports.
• Participate in the selection of front office staff.
• Foster the Hilton Culture.
• Resolve Guest Problems quickly, efficiently, and courteously.
• Review, complete and submit payroll for department.
• Update group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Work with the allocated budget for the Front Desk.
• Responsible for the success of special projects and promotions as they relate to Front Desk Staff.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, Transportation and Security), to ensure flawless execution of guest expectations.

Knowledgeablein OnQ PMS System.

Ensureto follow through on all issues and discrepancies as pertaining to GuestServices.

Completedaily shift checklist.

Verifythat accurate room status information is maintained and properly communicated.

Updategroup information. Maintain, monitor and prepare group requirements. Communicateinformation to appropriate personnel.

Checkcashiers in/out verify bank deposits at the end of each shift.

Prepareperformance report related to Front office.

Maximizeroom revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reportand maintain close observation of daily house count. Monitor selling status ofhouse daily, flash report and allowance.

Monitorhigh balance guests and take appropriate actions.

Ensureimplementation of all hotel policies and house rules.

Operateall aspects of front office computer system, including software maintenance,report generation, analysis and simple configuration changes.

Maintainan organized comprehensive filing system with documentation of purchases,vouchers, schedules, forecasts, reports and tracking logs.

Preparerevenue and occupancy forecasting.

Ensurelogging and delivery of all messages, packages and mail in timely andprofessional manner.

Reviewfront office log book and guest feedback forms on daily basis.

Completeand print all required daily reports, records and logs as necessary.

Relocateguests to nearby hotels if and when necessary.

Verifydaily rate and availability.

Handleall administrative tasks pertaining to Front Desk.

Reviewand complete credit limit report.

ScheduleAssociates shifts and breaks.

BriefManagement at the end of all shifts.

Superviseand ensure the completion of all day-to-day duties of all Guest Services staff.

Balanceall cash, check, credit card and ledger accounts as assigned as per proper protocol.

Maintainrecords of financial transactions reported by various departments.

Handlecollection of all in house balances.

Assistin turning rooms as necessary.

• Conducts regularly scheduled meetings of front office personnel.

Overseeevery aspect of Guest Services, including the Business Center.

Agreeto work flexible shifts, including weekends and holidays to meet the demands ofthe hotel.

MaintainMaster Key Control.

Maintainrelationships and open communication with all departments.

Serveas Manager on Duty.

Attendmandatory meetings and hotel functions.

Complywith all company standards and policies, as established in the employeehandbook.

• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P 's special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.

Otherduties as required.

Education and/orExperience

A High School diploma orGeneral Education Degree (GED); Bachelor Degree in Hospitality or HotelManagement preferred or 2-year related experience and/or training; orequivalent combination of education and experience. Previous hotel experience required.

Language Skills

The ability to: listen,read, write, and speak, both clearly, and effectively ensures that the lines ofcommunication are open between the employees and guests at the hotel; and isabsolutely essential. Customer service is our priority, so it is imperative thatall Associates communicate to the best of their ability.

Mathematical Skills

The ability to performbasic mathematical functions: adding, subtracting, multiplying, and dividing,using whole numbers, common fractions, and decimals; along with the ability tocompute rate, ratio, percent and interpret bar graphs.

Safety Policies andPractices

All Associates areresponsible for following the Field Hotel Associates safety policies andprocedures.

Work Environment andReasoning Ability

The ability to apply theuse of common sense or understanding in order to carry out instructions,whether in written, oral or diagram form. The ability to work in closeproximity with others comfortably, while multitasking in a fast-paced environment.Conflict resolution skills.

Appearance andPerformance Expectations

All Associates areresponsible for following the Company standards of appearance, which is a majorpart of all performance appraisals. Expectations of performance will beexplained and assessed by your department head.

Physical Demands

Whileperforming the duties of this job, Associates may need to lift itemsup to 50 lbs. and spend a length of time on your feet.

(Ref: 207)