Front Office Manager

Key Responsibilities
We seek a front office manager who can deliver or is willing to learn how to deliver on the following:
Leading:
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound
financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well
enough to perform duties in employees’ absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same
within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors
progress.
• Celebrates successes and publicly recognizes the contributions of team members.
General Performance:
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on
a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the
desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front
Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
SOPs:
• Ensures compliance with all Front Office policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures (SOPs) and support the guarantee of fair
treatment to the staff.
Service:
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance,
feedback, and individual coaching when needed.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well
enough to perform duties in employees’ absence.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere
for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
Staff:
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve
their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring

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