Front Office Manager

at  Petit Ermitage

EDUCATION AND/OR EXPERIENCE-

• A Bachelor’s degree, preferably in a Hospitality/Tourism-related field. At least 3-5 years of front desk, guest service experience in a hotel preferred.
• Previous luxury hotel experience is required, particularly Front Office.

LANGUAGE SKILLS—

• Excellent verbal and written communication skills and ability to communicate ideas and concepts in English.
• Knowledge of other languages is a plus.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

To create value for all guests’ experience with our hotel by providing a positive first impression and efficient service to each and every guest. The Front Office Manager helps lead gateway to the hotel, including the front desk and valet, and is responsible for helping the Hotel achieve customer satisfaction and loyalty goals.

• Greet guests, answer questions, and quickly respond to all requests in a well-spoken, thoughtful, friendly and helpful manner; thank guests for staying with us at every opportunity.
• Ensure a positive first impression for each and every guest or visitor to the Hotel by properly instructing employees on performing duties.
• Ensure financial transactions are accurately processed, deposited and reported in accordance with established procedures, including credit clearances, checking for counterfeit bills, posting all charges, cashier and night audit reports, auditing/securing banks, and key management.
• Makes reservations in accordance with hotel’s yield management practices. Up-sell rooms, food and beverage outlets and promotions to maximize hotel revenue.
• Manage the front desk functions; ensure staff is properly trained and maintaining systems and processes for efficient delivery of service expectations and information to guests.
• Ensures seamless transition during shift changes.
• Ensure adherence to established cash and credit handling procedures, merchandising, promotions, etc.
• Analyzes business forecasts and schedules accordingly for proper coverage. Plans and coordinates Front Office activities by working closely with Sales, Events, Housekeeping and other departments.
• By engaging in small talk, questions about stay, and checking for satisfaction.
• Follow up on 100% guest service guarantee.
• Manage the day-to-day activities of the Front Office and Valet, i.e. monitoring labor costs and expenses, achieving revenue and profitability goals.
• Schedule employees to ensure proper coverage and production.
• Assist with all jobs in department, employment-related actions, and training. Manage team’s performance and implement corrective actions.
• Delegate job duties, using authority ethically; enforcing standards, policies and procedures
• Secure all hotel monies in front office areas.
• Follow and enforce all safety, security, loss prevention, and emergency procedures in hotel.
• Participate and lead safety drills and assignments.
• Promote safety and security programs to guests, explaining safe practices in Hotel.
• Welcome all guests’ requests; practice effective service recovery techniques to guests’ satisfaction; helping others accomplish service goals and objectives; giving personal attention; taking personal responsibility; performing all duties as expected for the position and additional duties as assigned.
• Communicating any guest requests or issues to Manager or other departments that require further care to guests’ complete satisfaction.
• Conduct inspections of the front office and public areas to ensure the guest safety, sanitation, and satisfaction.
• Assist in creating and implementing action plans to correct deficiencies.
• Other duties may be assigned.