Front Office Manager – Hampton Inn Front Royal

POSITION SUMMARY

The Front Office Manager is responsible for all duties of the front desk operation, which includes: staff training, inter-department communications, and staff scheduling.  The Front Desk Manager works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities.

JOB FUNCTIONS

  • Responsible for the overall operation of the Front Desk by ensuring the staff is trained and has the resources available to deliver a problem-free stay.
  • Familiar with all three shifts and is responsible for finding coverage when call-ins occur.
  • Is cross-trained in all departments.
  • Facilitates the training of all new hires, and existing staff, to ensure everyone has a complete understanding of the job duties and are well informed of the front desk’s operations.
  • Remains aware of housekeeping’s progress each day, and assists with inspections as needed.
  • Communicates with Management Team regularly and ensures communication between shifts & use of the communication log.
  • Promotes the “Be Hospitable” mentality at work every day
  • Interviews and screens potential new hires for Front Desk.
  • Ensures that all Front Desk staff is up to date on Person In Charge & Emergency Procedures training.
  • Responds to Guest concern letters, e-mails & comment cards.
  • Maintains Accounts Receivable files & receipts of payment.
  • Maintains a menu book, local restaurants, & “Things to do” guides for Guests.
  • Monitors Guest Satisfaction Scores & develops solutions for improvement areas
  • Inventories Front Desk supplies & places orders when necessary.
  • Follows all guidelines in the Employee Handbook & ensures policies and procedures are followed.
  • Assists with developing schedules with the General Manager.
  • Keeps small bills & change in the till and monitors petty cash.
  • Makes deposits.
  • Maintains Front Desk employee files.
  • Implements new programs & policies with the assistance of the General Manager.
  • Construct the weekly housekeeping time sheet.
  • Assists with payroll and ensures it is accurate and completed in a timely manner
  • Assists in associate development by completing reviews and holding staff accountable for actions.
  • Assists management team in all aspects of hotel operation as needed.
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