POSITION: FRONT OFFICE MANAGER
Tier 2 Level Employee
Hourly/Non-Exempt Position
Job Description
GUEST EXPERIENCE: Successfully meet and/or exceed guest needs and expectations through developing and maintaining relationships with guests to provide an extraordinary experience
1. Provide the direction, support and empowerment of staff to deliver exceptional guest experience through brand supported training and utilizing brand tracking scores
2. Creatively seek opportunities to enhance guest experience
3. Identify and resolve guest complaints and issues professionally, promptly and effectively through direct interactions, staff and/or through available tools/resources
PEOPLE MANAGEMENT: Effective placement, training, management and motivation of hotel staff in ways that generate high productivity, retention and morale
1. Ensure the effective hiring, training and development of identified staff including through selective one-on-one coaching
2. Ensure the effective interdepartmental coordination in ways that enhance performance and morale
3. Demonstrate, align and appropriately represent the spirit of hospitality in accordance with the cultural values of hotel
FRONT OFFICE OPERATIONS: Effectively manage all front office to meet hotel and brand standards, revenue goals, cost controls and labor standards
1. Maximize short-term revenue opportunities through ongoing staff sales training and daily interaction with hotel sales department
2. Ownership of staff schedules and managing inventories within approved hotel guidelines in accordance with forecasted revenues
3. Ensure compliance of all brand and hotel standards to include billing (A/R) in addition to understanding of all technology systems and necessary reporting (PMS, Telephone, Accounts Receivables, etc.)
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the responsibilities of this position. While performing the duties of this position, the employee is regularly required to stand for extended periods (up to 8 hours) and walk. The employee frequently is required to use hands to finger, handle, or feel objects; reach with hands and arms pushing, lifting up to 40 pounds, bending; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the responsibilities of this position. While performing the duties of this job, the employee regularly works in a professional hospitality environment.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
Schedule:
Ability to commute/relocate:
Experience:
Work Location: In person
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