Front Office Manager

Financial Returns:
 Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
 Oversee night audit function and preparation of daily financial reports.
 Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.
People:
 Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
 Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
 Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
Guest Experience:
Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
 Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
 Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Responsible Business:
 Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
 Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.