Front Office Manager

Front Office Department

Job Description

MISSION

To work Front Desk and DTS shifts and assist in supervising all associates and operations at the Front Desk and DTS in a professional, service-oriented manner so that these things are ensured: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk, DTS-Operators & DTS-Delivery are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.

REPORTS TO

Hotel General Manager

SUPERVISES

Front Office Agents, DTS–Operators, DTS-Delivery

PRIMARY FUNCTIONS

• Oversee the hiring, supervision, training, and development of Front Office Agents, DTS–Operators, DTS-Delivery personnel
• Be fully capable in all duties, responsibilities and expectations of the Front Office Agent, DTS–Operators & DTS-Delivery positions
• Ensure LSI Human Resources policies and employment practices are followed in the Front Office department, including DTS-Operators & DTS-Delivery
• Ensure responsiveness of staff to all guest questions and concerns
• Ensure that all Front Office/DTS policies and procedures are consistently enforced and followed by all staff
• Provide the necessary tools for Front Office Agents, DTS-Operators & DTS-Delivery personnel to perform their jobs in the most efficient and hospitable manner
• Determine the requirements for, and follow up with, special groups and VIPs
• Prepare and posting weekly schedules that are compatible with guest needs and budget guidelines
• Supervise the workload during your shift; complete checklists as required
• Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
• Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
• Ensure all guest/member issues are handled and resolved efficiently
• Update group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
• Serve as a role model and set an example for service excellence at the Front Desk including DTS-Operator & DTS-Delivery
• Have a thorough understanding of PMS system, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the DTS and sales departments
• Other responsibilities or projects as assigned by the Hotel General Manager

DRIVERS OF SUCCESS

• Initiative and Leadership
• Customer Service skills and the ability to focus staff on customer service
• Communication Skills
• Hiring, Training and Coaching Skills
• Organization Skills; Attention to Detail
• Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

• Guest Retention and Satisfaction; Guest Survey scores
• Customer Service and Facility Walkthrough Scores
• Core Value Quick Check Scores
• Front Office Departmental P&L
• Quarterly Audit scores
• Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

• Able to write, speak clearly, read, hear and see
• Standing for prolonged periods
• Walking, bending, kneeling
• Lifting and carrying (up to 30 lbs.)
• Typing and computer operation
• Occasional telephone work/use