Front Office Manager

Front Office Manager

Job Overview

Oversee the hotel operations for the day and night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At the Holiday Inn Vanderbilt we deliver inspired service. In all we do, we are vibrant, curious and original.

• Be Vibrant by carrying ourselves in a way that says to our guest we are energetic, motivated, confident.
• Be Curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what’s going on.
• Be original by building connections with our guest and being imaginative to create memorable experiences.

Duties and Responsibilities

Financial Returns

• Ensure procedures are followed for security of monies, credit and financial transactions, guest security.
• Balance and audit for accuracy room revenue, food and beverage revenue and telephone revenue; assist in the preparation of all reports relevant to daily revenues.
• Balance and audit for accuracy all room and tax charges, cashier’s reports, and guest and house accounts.

People

• Monitor performance of employee’s schedules during shift and recommend and / or initiate disciplinary actions in accordance with company rules and polices. Report serious issues to respective management for follow-up.
• Promote teamwork and quality service through daily communication and coordination with other shifts and department management.
• Interact with outside contacts:
  • Guest-to ensure their total satisfaction
  • Regulatory agencies, law enforcement or local government authorities regarding safety compliance matters
  • Other contacts as needed (Professional organizations, community groups, local media)

Guest Experience 

• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.
• Manage day or night operations of the hotel. Conduct periodic walk through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand and Company. Correct any deficiencies.
• Coordinate employee and guest evacuation/notification in the event of an emergency.
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, IHG One Rewards Club, or special needs or requests and follow up on execution.

Responsible Business

• Assist in educating employees on current safety issues to ensure Compliance with all health and safety regulation. Inform management of hazardous situations, emergencies or threats to the security of guest, employees or hotel assists.
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Reports. Report any injuries to Loss Prevention in accordance with policies and procedures.
• May serve as “manager on duty” as required.
• Perform other duties as assigned.

Accountability

Represents the hotel’s management in judgment and decision making while typically in charge of hotel operations in the absence of General Manager and /or other management staff. May routinely perform front desk or night audit functions.

Qualifications and Requirements

Some college and three years guest service/hotel experience, or an equivalent combination of education and /or experience.

Must have full knowledge of the guest service/night audit functions and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Carrying or lifting items weighing up to 25 pounds.
• Frequently standing up and moving about the hotel
• Frequently handling objects and equipment
• Frequently bending, stooping, and kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guest, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem Solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, conferences, etc.
• May be required to work nights, weekend and / or holidays

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

The salary range for this role is $57,200 to $90,000

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees