Front Office Manager

As Front Office Manager you will be responsible for guiding the front office staff in order to present and maintain an environment that will ensure guest satisfaction.

Key responsibilities include:

  • Ensures guests receive a warm welcome to the hotel at all times, meeting and greeting all guests and acknowledging their requests
  • Compiles guest’s accounts
  • Awareness of all sales outlets within the hotel and promotes these to guests
  • Maintains inventory log and trace system for front desk collateral, including folios, registration cards, key envelopes, coupons, and paper products
  • Ensures that courtesy callbacks are done to all guests by the front office staff
  • Takes reservation inquiries, being aware of all Hotel promotions to maximize occupancy and revenue
  • Interviews, selects and hires front office personnel
  • Creates and implements a training outline for all new hires and trains existing employees on any new procedure
  • Conducts periodic performance appraisals of front office personnel
  • Manages front office incentive programs to include exceeding budgeted revenues as well as a restaurant referral program
  • Maintains a Front Office communication log, with information to be forwarded to the next shift. This log must be initialed by the shift receiving it
  • Attends weekly pick-up meetings with Sales Department, ensuring all groups are handled correctly
  • Ensures that all House Accounts are billed on a monthly basis and establishes a trace system for payments
  • Ensures direct bill and credit card processing is authorized
  • Handles research requests and charge backs for guest bills
  • Confirms room status reports with the Executive Housekeeper
  • Produces 30-60 day room revenue forecast by the 15th of each month
  • Exhibits a thorough knowledge of all front office shifts, including night audits and provides coverage when necessary
  • Conducts monthly front office staff meetings
  • Ensures the concierge desk is current and updated to provide the most current and accurate information to guest
  • Day-to-day operation of Front Office department including processing of bookings, confirmations, liaison with Reservations and other members of the hotel team

The ideal candidate should:

  • Have a college degree and or equivalent hospitality management training
  • Excellent communication and leadership skills
  • Must be multi task oriented and able to work in a fast paced environment
  • Knowledge of computers and hotel PMS systems
  • Be eligible to work in the US

This position has excellent progression opportunities within the renowned Red Carnation Hotel Collection, a company providing the perfect opportunity to those who are looking for an exciting career and job security within the Hotel industry.