Front Office Manager - Hampton Inn

Company Name:
Charter One Hotel and Resorts Inc.
Manage all aspects of the front office, for example, guest registration, bell services, business center, telephone services, concierge services, and guest reservations to deliver a unique guest experience.
Financial Returns:
? Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
? Oversee night audit function and preparation of daily financial reports.
? Maintain occupancy, revenue and payroll expenses, other expenses and profit margins within the budgeted parameters.
? Responsible for setting room inventory controls via adjustment of rates and conducting daily reviews of select competitors rates.
? Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.
? Participate in revenue calls and assist with completion of all forecasting tools.
? Manage day to day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
? Educate and train team members in compliance with federal, state and local laws and safety regulations.
? Ensure team is properly trained and has the tools and equipment to carry out job duties.
? Ensure team is properly trained on systems, security and cash handling procedures, and service and quality standards.
Guest Experience:
? Ensure front office team provides guests with prompt service, professional attention and personal recognition.
? Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships, drive continuous improvement in guest satisfaction.
? Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
? Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
? Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Revised: 03/18/13
Front Office Manager 2013 Charter One Hotels & Resorts, Inc. 2
? Process and comprehend daily/end-of-period reports, monitor reports for inconsistencies and take corrective action with direction from General Manager.
? A professional appearance required. A uniform and nametag are required at all times.
? Perform other duties as assigned. May also serve as Manager on Duty.
This job is the top front office job at a full-service or limited service hotel. Typically supervises guest service agents, and Bellperson and van services. May oversee subordinate supervisors.
Three years front office/guest service experience including management experience. Demonstrated ability to mentor and develop staff. Excellent customer service skills. Pleasant and helpful personality. Maintains professional appearance and demeanor at all times. Must speak fluent English. Depending on business demands this individual may be asked to work additional hours, flexible schedule, and/or perform additional job responsibilities. Will be required to lift, carry, walk, sit, push, and pull throughout the shift. Knowledge of Microsoft Office, Word and Excel.
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.

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