REPORTS TO:                            General Manager

STATUS:                                     Exempt

EXPECTED SHIFT:                     All Shifts Depending on Business Level

UNIFORM:                                 Blouse or button up shirt, Slacks, Suit Jacket or Sport Coat, Dress Shoes

 

JOB SUMMARY: The Front Office Manager oversees all front desk operations to ensure exceptional guest service and efficient hotel operations. This role is responsible for managing the front office team, optimizing occupancy and revenue, and maintaining high standards of hospitality in alignment with the hotel’s unique brand identity.

 

Physical abilities:

Standing for a minimum of 5 consecutive hours

Walking for a minimum of 5 consecutive hours

Crouching (Bend at knees)

Stooping (Bend at waist)

Twisting (knees, waist, and neck)

Balancing

Reaching (overhead extension)

Handling and grasping

Dexterity/feeling

Pushing/pulling:

Lifting/carrying a maximum of 50 lbs.

 

Working Environment:

• Exposure to high stress situations, i.e. intoxicated guests, invalid credit cards, injuries


• Exposure to criminal activity i.e. trespassing, theft, public intoxication


• Exterior of hotel with exposure to weather conditions.

• Constant interaction with guests and employees

 

Duties AND Responsibilities:

• Display exceptional knowledge of guest rooms and amenities


• Complete injury/ incident reports for guests and employees


• Be on the lobby during peak hours and special events
  
  
  
  • (7:30AM – 9:30AM, 4PM to 7PM)
  
  
  
  


• Review arrivals and departures for special requests and billing notes


• Complete MOD checklist on scheduled shifts


• Review the credit check report and additionally authorize as needed
  
  
  
  • Perform lock out if authorization declines
  
  
  
  


• Ensure front desk agents complete the shift checklist


• Verify room inspections are on pace


• Review Out of Order/ Service rooms and verify if needed


• Verify all amenities are submitted in Alice and are completed


• Ensure room service orders taken at the front desk are entered per hotel standard


• Complete annual reviews for designated associates


• Participate in any off-site events


• Attend Managerial meetings such as Behind the Scenes, Daily Stand Up, Standing Ovation, Safety


• Schedule and host monthly Bravo meeting
  
  
  
  • Front Desk Agents and Night Auditors
  
  
  
  


• Create and assign weekly trainings.


• Schedule monthly office deep clean


• Ensure lost and found items are appropriately logged and stored
  
  
  
  • Storage to be cleaned out monthly
  
  
  
  

• Ensure staff is adhering to all service standards and codes of conduct


• Purchase gift shop and signature scent items


• Purchase office supplies for hotel staff


• Review financials on a daily/ weekly basis


• Input forecast into Hotel Effectiveness


• Schedule employees according to Hotel Effectiveness specifications


• Review Daily Check in Hotel Effectiveness daily and address any potential overages


• Communicate all special events to Front office staff


• Source and participate in events that help promote Hotel and Outlets


• Schedule continuous staff training on liquor, beer, wine, and food


• Ensure room service and amenities are delivered according to company standards


• Have comprehensive knowledge of hotel systems such as Tabit, Alice, Stay N Touch, Open Table, Actabl


• Be proficient in Microsoft Word, Excel, and PowerPoint