Front Office Manager

Job Summary:The Front Office Manager is responsible for all front office functions. They direct and work with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. The Front Office Manager strives to continually improve guest and team member satisfaction and maximize the financial performance of the department.Duties:Leading Front OfficeTeamUtilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrityEncourage and build mutual trust, respect, and cooperation among team membersServe as a role model to demonstrate appropriate behaviorsSupervise and manage employees. Manage all day-to-day operationsEstablish and maintain open, collaborative relationships with employees and ensure employees do the same within the teamEnsure recognition of employees is taking place across areas of responsibility.Communicate performance expectations in accordance with job descriptions for each position and monitor progressCelebrate successes and publicly recognize the contributions of team membersMaintain Front Office GoalsAchieve and exceed goals including performance goals, budget goals, team goals, etc.Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basisDevelop specific goals and plans to prioritize, organize, and accomplish your work.Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired resultsReview staffing levels to ensure that guest service, operational needs and financial objectives are met.Understand the impact of Front Office operations on the Rooms area and overall property financial goals.Managing Procedures and PoliciesEnsure compliance with all Front Office policies, standards and procedures.Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOP) and the Collective Bargaining Agreement. Ensuring Exceptional Customer ServiceProvide services that are above and beyond for customer satisfaction and retention.Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations.Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experienceRespond to and handle guest problem and complaintObserve service behaviors of employees and provide feedback to individuals and/or managers Managing and Conducting Talent & Culture ActivitiesIdentify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skillsSolicit employee feedback, utilize and “open door” policy, and review employee satisfaction results to identify and address employee problems or concernsEnsure employees are treated fairly and equitably.Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation Additional ResponsibilitiesProvide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in personAnalyze information and evaluating results to choose the best solution and solve problemsInform and/or update everyone concerned on relevant information in a timely mannerIdentify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrenceComplete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate