Front Office Manager

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Scalzo Hospitality, Inc. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

 

The Front Office Manager is to oversee the front desk operations during his/her shift. Attend to guest needs to include, but not limited to check-in, reservations, cashiering and guest resolutions. 
•    Ensure that guests are greeted, check in and allocated rooms promptly and courteously.
•    Ensure check-in procedures are strictly adhered to and that the correct address, phone number along with email address and billing details are obtained from each guest. 
•    Readily available at all times to deal with problems and/or complaints. 
•    Ensure rooms have been serviced and maintained to the standards established by the company. 
•    Ensure maximum room occupancy within agreed overbooking policy.
•    Ensure all charges are correctly entered on the guest’s bill and maintained at all times. 
•    Ensure credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file. 
•    Balance accounts daily.
•    Ensure effective and speedy check-in and out procedures.
•    To ensure that guest enquiries, messages, event bookings are dealt with courteously and efficiently. 
•    Guarantee that all Front of House staff are correctly dressed at all times.
•    Keep Front of House areas clean and orderly at all times.
•    Maintain a schedule of front desk.
•    Carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are acted on without delay.
•    Hold regular performance appraisals with all staff, identifying areas for development, and training needs and ensuring that training is effective.
•    Ensure that front desk staff is trained in Blueprint and that regular On-the-Job training is taking place to agreed standards.
•    Confirm coffee and water beverage bar is clean and stocked at all times.
•    Act as Manager on Duty (MOD) when required.
•    Attend Management Meetings as required.
•    Accurately and timeliness submission of all reports and administrative work.
•    Prepare and submit on the required format annual budgetary information and updates as required.
•    Monitor trends within the industry and make suggestions how these could be implemented.
•    Maintain inventory and order for the market.  
•    Verify front desk time and attendance using AOD time and labor management system.
•    View upcoming groups, update any group information. Maintain, monitor and prepare group requirements. Relay information to the appropriate personnel.

 

Job Requirements:

• Previous experience of 1-2 years in a supervisory/managerial front desk position.
• High school education and relevant training and experience with the ability to handle guest resolution preferred.
• Must be personable and be able to communicate with guests, managers and co-workers.
• Must possess basic computational ability and computer proficiency, in Microsoft Office, etc.
• Must have a thorough working knowledge of Opera to include rates, inventory and market segment.
• Scheduling flexibility to include days, nights, weekdays, weekends, and holidays.
• Must be friendly, personable, organized, and an effective multi-tasker.
• Comprehensive knowledge of all hotel departments, functions, services, and facilities.
• Knowledge on directions, hotel locations, and surrounding area.
• Knowledge of applicable Federal, state and local health, safety, and legal regulations.
• Regular and dependable attendance is required. Attendance at scheduled meetings and training sessions is required.
• Strong verbal and written communication; must be able to speak, write, and understand the primary languages used in the workplace.

 

The salary range for this position is $60,000 to $65,000 annually.

 

This company is an equal opportunity employer.

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