Front Office Manager

Purpose:           The role of the Front Office Manager is to work closely with the Resort Manager and Assistant Front Office Managers to oversee all aspects of Front Office, Guest Services and the PBX department, ensuring maximum Front Office operating efficiency. Managing and problem-solving associate and guest issues while remaining professional at all times.

Essential Functions:

• Oversee the daily operation of the Front Desk, PBX and Bell Stand.
• Maintain 4-Star/4–Diamond Standards of guest service and a consistent guest experience as documented by Medallia, JD Power, and AAA ratings.
• To ensure that the Front Office departments operate at peak efficiency to give a maximum utilization of guestroom availability in attaining high occupancies and with minimum overbooking. 
• To ensure the accuracy of the Front Desk, Reservations, PBX, Bell Staff, and Valet records with direct and open lines of communications to other departments within the hotel.
• To be familiar with all technical equipment related to the Front Desk and hotel facilities and offerings.
• Responsible for the training of new associates.
• Understand and be able to perform rooms control duties.
• Broad knowledge of Epitome, Synergy and Vingcard systems.
• Familiar with all reservation special packages, hotels rate plans and rate codes.
• Understand all radio codes and emergency procedures.
• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B outlets, Business Center, Gift Shop, Fitness Center, Spa, Recreation, Leadbetter Academy, and Golf Club).
• To be familiar with the inter-relationship between the different departments (PBX, Guest Service, Housekeeping, F&B outlets, Gift shop, and Purchasing) and understand the influence and importance of all departments on the Front Desk.
• To ensure all Front Office payroll costs and other expenses are properly monitored and controlled in accordance with OHC budgets and monthly updates.
• To maintain open and clear communication with all internal departments.
• Takes a lead role in marketing efforts to include Select Guest, ESP, Weekend Packages, and Omni Club.
• Understand and perform cash handling processes in accordance with the Cash Handling Policy.
• Understand the importance of our Medallia scores.
• Understand all Moments of Service for PBX, Guest Services and Front Desk.
• Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality and security of associate and proprietary information; protect company assets.
• Report accidents, injuries, and unsafe work conditions to leaders.
• Takes a lead role in marketing efforts to include Select Guest, ESP, Weekend Packages, and Omni Club.
• To ensure accurate occupancy forecasting.
• In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
• Perform other reasonable job duties, such as special projects as directed by the leaders.

Qualifications:

• Minimum of 1-2 years of Front Office or Guest Service Management experience required. Hospitality leadership experience outside of these departments may be considered.  Strong understanding of front office hotel procedures and practices required.
• Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to compute accurate mathematical calculations.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
• Developed computer proficiencies, OPERA experience a plus.
• Able to work with management on special projects.
• Able to set priorities for the front office team and provide feedback to others that enhances performance.
• Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
• Ability to teach employees importance of, and how to greet guests and courteously solve requests.
• Must be able to work a variety of shifts, including weekends and holidays.
• Previous Front Desk experience in a 4 Diamond or Convention Resort Preferred
• Highly motivated self-starter focused on quality, organization, guest service and teamwork.
• The ability to work in a fast paced high pressure work environment while executing delegated tasks and assignments

Working Environment:

• Interior of hotel.
• May require standing for long periods of time.
• May require working overnight shifts.

Physical Job Requirements (for essential functions only)

• Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift. 
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.