Front Office Manager

Job Description

Reports To : Director of Rooms

Supervises : Front Desk Agents, Bell / Valet, Night Audit

General Purpose : The Front Office Manager is committed to guest service excellence and passionate about promoting the 21c Museum Hotel.

Thorough and task-oriented, the FOM can complete menial and substantial tasks under various conditions. The Front Office Manager is multi-skilled and can hop into any position within their department at any time.

The Front Office Manager should be skilled at creating a culture of care, concern, and accountability.

Specific Responsibilities

• Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
• Responds to inquiries regarding hotel information and guest concerns.
• Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Oversees all day-to-day operations of Front Desk and Bell / Valet staff, ensuring that all established front office and hotel policies are followed.
• Acts as a resource for supervisors, agents, and valet with all Front Office procedures.
• Tirelessly promotes 21c to staff and guests, a cheerleader for the team and the brand.
• Facilitates guest arrival and departure during peak times to ensure a smooth transition into and out of the property.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
• Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and provides follow-up with guests and log is completed.
• Oversees all Concierge duties completed by staff, from transportation services to package amenities and arrangements.
• Has complete knowledge of the hotel's emergency procedures.
• Implements new procedures and policies.
• Reviews any problems or concerns from the previous day's night audit and daily work. Addresses any issues with the entire staff or individual front desk associates, whichever is appropriate.
• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
• Conducts one-on-one meetings with front desk associates at least quarterly.
• Conducts necessary progressive disciplines according to policy
• Coordinates with the Rooms Manager to conduct annual reviews promptly.
• Back up for Rooms Manager during an absence.

Qualifications

• Strong leadership skills.
• Good eye for detail.
• Excellent organizational skills.
• Able to draw ideas from the supervised team, develop and put them into action
• Thrives in a fast-paced environment where multi-tasking is normal.
• Enjoys people and has experience dealing directly with the public with an acquired general knowledge of basic customer service skills.
• Working knowledge of guest and hotel services, policies, or operations. Working knowledge is generally learned on the job.
• Possesses a talent for developing positive connections with guests, resulting in fewer recovery instances and more effective problem resolution.
• Tactful and empathetic in stressful and highly emotional situations.
• Understand hotel front office procedures completely.
• Understands standard cash handling procedures and operation of computerized cash register systems.
• Excellent verbal and written communication skills, with the comprehension and literacy required to review and respond to correspondence, initiate reports, conduct training, etc.
• Proficient with computer systems, Microsoft Office suite, Opera PMS, POS, etc.
• Must pass a background check.

Education / Formal Training

High School diploma or equivalent.

Experience

Minimum of 5 years of previous experience in Hospitality management.

Additional Information

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic.

The EEO is the Law poster is available here : http : / / www1.eeoc.gov / employers / poster.cfm