Front Office Manager

The Front Office Manager (FOM) is responsible for the front office’s operations 24 hours a day. This position requires a minimum of 45-50 hours a week. The FOM is responsible for all front desk clerks and night auditors. Requires knowledge of all front desk procedures and hotel operations. Promote an atmosphere that promotes welcoming and efficient service to all associates and guests. Marriott's experience preferred. This is a salaried management position which may include long hours as well as supporting your entire team as a leader and go-to person will be key in this role.

Duties:

Successfully recruit, hire, train, counsel and motivate department personnel.

Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with guests, vendors, co-workers, and management.

Actively supervise department personnel with authority to conduct all department performance appraisals in a timely and accurate manner.

Participate in department budget preparation for line-item expense and labor, including proper scheduling of departmental associates.

Manage and enforce a uniform policy for all departmental associates.

Ensure associates anticipate, acknowledge and respond to guests’ needs by proper training of brand programs.

Ensure proper delivery of guest services as directed by the General Manager.

Maintain guest request/complaint log to ensure guest satisfaction. Assist the General Manager in resolving guest complaints concerning the front desk and/or billing inquiries.

Actively manage and monitor guest ledger and direct bill accounts by ensuring an effective cash control system is in place and all credit card and check cashing policies are followed.

Monitor posting of all charges, especially guest charges, to minimize lost revenue.

Coordinate daily with the sales department and General Manager about room availability and hotel’s yield management system to maximize suite revenue.

Ensure all department associates are updated with the most recent information on the hotel policy, safe work habits and emergency procedures, including all key control procedures.

Supervise the training and handling of reservations, cancellations and shop calls.

Promote good associate communication through associate feedback, oral and written communication, proper training and a minimum of one department meeting per month. Set an example in communicating with other departments.

Participate in weekend MOD development program and help out with other departments as needed with a positive and cooperative attitude. Responsible to cover any call-offs for the front desk shift.

Carry out any reasonable request by Management.

Full-Time