JOB DESCRIPTION:

The Front Office Manager?s primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts.

JOB QUALIFICATIONS:

• 3 years? experience as a Guest Service Agent, Supervisor or Manager
• Management experience required
• Front Office Accounting experience
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction
• Ability to work a flexible schedule and be able to work weekends and holidays

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
• Creates a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Conduct walk-throughs of the property at a minimum of twice per day
• Coach associates how to resolve and de-escalate conflicts
• Assists in welcoming and escorting VIP?s and other guests
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly