Front Office Manager

Job Overview

Job Summary: The Front Office Manager ensures a memorable guest experience through strategic business planning and execution, by coordinating the activities of the front office team in adherence to quality, service and safety standards, and by serving as our brand ambassador in the community.

Responsibilities:

• Maintains a professional, positive, friendly demeanor with guests and fellow associates at all times.
• Leads, coaches and develops Front Office Supervisors as well as team members to ensure high quality of service and team morale.
• Ensures the operation is staffed sufficiently for business, and that team members are in correct uniform.
• Ensures steps of service are followed by all team members.
• Performs duties of all Front Office positions as needed.
• Ensures operation is clean, maintained and ready for service.
• Maintains inventory of product, supplies and equipment needed for the gift shop.

• Personally demonstrate a commitment to guest services in responding promptly to guest needs.

• Lead team in counseling and discipline procedures.
• Partner with property management team to ensure smooth operation.
• Empower hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and are consistent with Marriott core values.
• Build relationships with guests to ensure regulars/repeat business.
• Help develop management talent by acting as a mentor for direct reports.
• Assists Restaurant Manager to strategically plan for future needs, including 30/60/90 day forecasting.
• Identifies and implements ways to operate more efficiently, cut costs and drive revenue.
• Ensures adherence to protocol for processing lost and found items.
• Participates in marketing programs/social media programs.
• Stay on top of maintenance of PMS system.
• Approve/Monitor weekly scheduling.
• Handle financial, guest and associate information with care and professionalism and maintains strict confidentiality.
• Maintains financial and personnel records according to company standards.
• Ensure accurate reporting of all income received.
• Attend daily and weekly meetings as required.

• Meet or exceed hotel guest satisfaction measures.

• Ensure employees assigned hotel banks are correct.
• Work side by side with the other department heads to ensure a smooth operation of the hotel.

Requirements:

• Ability to work flexible hours (days, nights, weekends).
• Ability to communicate effectively; ability to speak, understand and read English.
• Demonstrate high level of integrity and trustworthiness; ability to pass background checks and be bonded.
• Demonstrate history of leadership, goal-setting and execution.
• Minimum three years management/supervisory experience within a high-volume Hotel.
• Demonstrate passion for guest satisfaction.
• Proficient in use of a point of sale system and a property management system; experience with Symphony Micros and Full Service PMS preferred.
• Proficient in use of Microsoft Office and Excel.
• Strong analytical skills.
• Demonstrate focus on organization, follow-through, and attention to detail.
• Ability to multi-task and perform calmly and with grace in busy situations while meeting deadlines with accuracy and efficiency.
• Ability to anticipate problems and create solutions.
• Ability to work independently as well as on a team.
• Ability to be responsible, dependable, punctual, adaptable.
• Demonstrated professional appearance and demeanor.
• Ability to stand/walk for up to 5 hours at a time over an 8-10 hour shift.
• Ability to bend, squat, reach, and climb stairs regularly.
• Ability to regularly lift and/or move 10 pounds, frequently lift and/or move 25 pounds and occasionally lift and/or move up to 50 pounds at a time.

Benefits: We provide an excellent compensation package included competitive earnings, opportunities for advancement, medical, dental, vision, life, short-term disability, 401(k), paid time off, complimentary downtown parking, employee meals and discounted travel stays.

Job Type: Full-time

Salary: $55,000.00 – $60,000.00 per year

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Front Office: 3 years (Preferred)

License/Certification:

• Driver’s License (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person