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Front Office Operations Manager
3 months ago
Position Overview
Oversee all elements of the front office operations, which encompass guest registration, bell services, business center management, telephone operations, concierge services, and guest reservations to ensure optimal guest satisfaction while enhancing hotel profitability. Uphold all brand standards and front desk merchandising practices.
Key Responsibilities
- Supervise daily operations and assignments of front office personnel; plan, schedule, and delegate tasks. Develop and communicate departmental strategies and objectives. Enforce policies and procedures effectively.
- Recommend and/or initiate salary adjustments, disciplinary actions, or other staffing-related decisions in accordance with company policies. Notify management of significant issues.
- Ensure all team members are adequately trained on systems, security protocols, cash handling procedures, and service standards, and are equipped with the necessary tools to perform their duties effectively.
- Monitor front office staff to guarantee guests receive prompt, professional service and personal recognition. Ensure guests are welcomed upon arrival and address guest complaints appropriately. Implement service recovery strategies to achieve total guest satisfaction.
- Encourage staff and cultivate a productive work environment within the hotel.
- Conduct regular inspections of the front office and public areas to ensure they reflect positively on the hotel, brand, and company. Develop action plans to rectify any identified deficiencies.
- Analyze guest satisfaction metrics and devise plans to meet established goals aligned with the brand's objectives.
- Achieve budgeted revenue targets, manage labor costs and expenses, and maximize profitability across all front office operations.
- Assist in preparing the annual departmental operating budget and financial plans that support the hotel’s overall objectives.
- Collaborate with revenue management to implement and execute strategies that ensure the hotel meets its room occupancy and Average Daily Rate goals.
- Maintain security protocols for financial transactions and guest safety. Verify billing instructions and guest credit compliance with hotel policies.
- Establish and uphold procedures for monitoring calls to ensure all inquiries are answered and recorded according to established guidelines. Coordinate the dispatch of amenities, services, and work orders to the appropriate departments and staff. Ensure all tracking methods are monitored and activated appropriately.
- Develop and maintain training protocols for the front desk to serve as a central communication point during emergency situations.
- Possess comprehensive knowledge of hotel amenities, local attractions, and transportation options.
- Promote teamwork and 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 protocols
- Other relevant contacts as necessary (professional organizations, community groups)
- Perform additional duties as assigned. May also serve as the manager on duty.
Accountability
This position is the primary Front Office role 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 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. Proficiency in English is required; knowledge of additional languages is preferred.
This Role Requires the Following Abilities
- Frequent standing behind the front desk and in front office areas.
- Ability to carry or lift items weighing up to 50 pounds.
- Handling various objects as needed.
- Utilizing a keyboard to operate various property management and reservation systems.
Additional Skills
- Strong communication skills are essential when interacting with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.
- Demonstrated leadership capabilities.
- Reading and writing skills are frequently utilized 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 applied.
- Problem-solving, reasoning, motivational, organizational, and training skills are often employed.
- Willingness to travel for workshops, specialized training, and/or certifications.
- Availability to work nights, weekends, and/or holidays may be required.
