Lift, carry or otherwise move up to 50 lbs.Lift, carry or otherwise move up to 10 lbs.Experience in similar leadership role required.College degree required (minimum of a 2-year degree).Strong communication skills (verbal, listening, writing).Ability to effectively manage labor productivity.Ability to acquire and maintain relationships e.g.Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting, and capital expenditure planning.Extensive knowledge of Front Office operational procedures.Understands the impact of Front Office operations on the Rooms area and overall property financial goals.įront Office Manager Requirements & Skills 2.Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.Achieves and exceeds goals including performance goals, budget goals, team goals, etc.Celebrates successes and publicly recognizes the contributions of team members.Communicates performance expectations in accordance with job descriptions for each position and monitors progress.Ensures recognition of employees is taking place across areas of responsibility.Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.Understands employee positions well enough to perform duties in employees' absence. Serves as a role model to demonstrate appropriate behaviors.Encourages and builds mutual trust, respect, and cooperation among team members.Ensures Front Office staff perform all brand-required standards and can pass a brand standards audit.Utilizes interpersonal and communication skills to lead, influence, and encourage others advocates sound financial/business decision making demonstrates honesty/integrity leads by example.Continually strive to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.įront Office Manager Duties & Responsibilities 2
The Front Office Manager is responsible for the management and organization of all areas of the Front Office, including the Front Desk, Bell Stand, Concierge, AYS/PBX, Valet Parking, Transportation Department, and Concierge/Executive Lounge. One year previous management experience in either retail, hospitality, customer service, or similar field preferred.Ability to access and accurately input information using a moderately complex computer system.Ability to analyze information and make effective judgments.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.Prepares daily forecast of expected arrivals and departures.įront Office Manager Requirements & Skills 1.Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.Manages desk through times of stress, emergencies resolve guest concerns, and implements resolutions using discretion and judgment.Ensures compliance with Hotel standards to ensure consistent, high-quality guest relations. Uses creative management skills to solve problems.Observes performance and encourages improvement.
Assigns and instructs guest service, front office, reservations, and front desk agents in the details of work.