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Front Office Operations Manager
3 months ago
Position Overview
Oversee all functions of the front office operations, which encompass guest registration, bell services, business center management, telephone operations, concierge assistance, and guest reservations to guarantee guest satisfaction while optimizing hotel profitability. Ensure compliance with all brand standards and front desk merchandising.
Key Responsibilities
- Direct daily operations and tasks of the front office personnel; organize, plan, and allocate work. Establish and communicate departmental objectives and strategies. Enforce policies and procedures effectively.
- Propose and/or initiate salary adjustments, disciplinary actions, or other staffing-related decisions in line with company policies. Notify management of significant issues.
- Ensure all personnel are adequately trained on systems, security protocols, cash handling procedures, and service standards, providing them with the necessary tools and resources to perform their roles effectively.
- Supervise front office staff to guarantee guests receive prompt, professional service and personal recognition. Ensure guests are welcomed upon arrival and respond appropriately to any complaints. Implement service recovery strategies to achieve complete guest satisfaction.
- Encourage staff motivation and foster a productive work environment within the hotel.
- Conduct regular inspections of the front office and public areas to ensure their appearance reflects positively on the hotel, brand, and company. Develop action plans to address any identified deficiencies.
- Analyze guest satisfaction metrics and create and execute plans to meet established brand-related goals.
- Achieve targeted revenues, manage labor costs and expenses, and enhance profitability across all front office areas.
- Contribute to the development of the annual departmental operating budget and financial plans that align with the hotel's overall objectives.
- Assist revenue management in executing programs to meet the hotel's room occupancy and Average Daily Rate targets.
- Maintain security protocols for financial transactions, guest security, and billing instructions, ensuring compliance with hotel credit policies.
- Establish and uphold procedures for monitoring calls to ensure all communications are handled according to established protocols. Coordinate the dispatch of amenities, services, and work orders to the relevant departments and staff. Ensure all tracking methods are effectively monitored and activated.
- Develop, implement, and maintain training procedures for the front desk to serve as a central communication point during emergencies or crises.
- Possess comprehensive knowledge of hotel facilities, amenities, local attractions, and transportation options.
- Promote teamwork and high-quality service through daily communication and collaboration with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Engage with external contacts:
- Guests – to ensure their complete satisfaction
- Regulatory agencies – regarding safety and emergency matters
- Other necessary contacts (professional organizations, community groups)
- Perform additional duties as assigned. May also serve as the manager on duty.
Accountability
This role represents the highest level of front office management at a full-service hotel or at a regional extended-stay hotel, reporting to a General Manager at a full-service or focused hotel. Typically supervises front desk agents, bell/van services, reservations, PBX, etc. May oversee subordinate supervisors.
Qualifications And Requirements
A Bachelor's degree in Hotel Management or Business Administration, along with 3 years of Front Office or Guest Service experience, including management experience, or an equivalent combination of education and experience. Fluency in English is required; proficiency in additional languages is preferred.
This Position Requires The Following Abilities
- Regularly standing behind the front desk and in front office areas.
- Carrying or lifting items weighing up to 50 pounds.
- Handling various objects.
- Utilizing a keyboard to operate various property management and reservation systems.
Additional Skills
- Strong communication skills are essential for effective interaction with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.
- Demonstrated leadership capabilities.
- Proficient reading and writing skills for completing paperwork, management reports, interpreting results, and providing instructions and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are frequently utilized.
- Problem-solving, reasoning, motivation, organizational, and training skills are regularly employed.
- Willingness to travel for workshops, specialized training, and/or certifications.
- Availability to work nights, weekends, and/or holidays as required.
