Front Office Manager

As the Front Office Manager, you will lead all front office operations, ensure high guest service standards, improve employee experience, and contribute to the hotel's financial goals. You will also provide support, mentorship, counseling, and discipline to your team, ensuring a positive work environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leading Front office team with hands-on service approach. Ensure on the job training for all team members as necessary.
• Monitor the guest experience through observation on the floor, guest survey comments and opportunity logs to ensure all guests are fully engaged at the end of their stay. Perform documented daily audits.
• Foster a work environment where all team members have access to an exceptional employee experience.
• Responsible for ensuring all financial and information security processes in the front of the house are followed to ensure successful audits and minimize potential losses.
• Work closely with loss prevention to ensure the proper training of the team in safety procedures and keep the safety of our guests as a priority
• Establish processes to ensure training for all employees from onboarding to yearly re-certifications are up to date.
• Lead and attend daily lineups, departmental training / meetings as needed.
• Coach and counsel employees when necessary, using the correct documentation and techniques.
• Create/ Review weekly schedules in a timely manner based on the needs of the operation.
• Work with Director of Front office in payroll, purchasing, inventories and other projects related to front of the house departments, whilst ensuring budgetary guidelines are met

Additional Responsibilities:

• Oversee all duties performed by your team.
• Create and post all employee schedules on Thursday by 12 noon.
• Coach, counsel, and discipline employees when necessary, using proper documentation and proper techniques.
• Ensure that your team completes their essential duties before their departure.
• Make sure all employees are posted at their stations at the correct time.
• Schedule for all areas of operation. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.
• Assist with any scheduled shift problems on the Night Audit shifts.
• Monitor all service levels provided by employees to guests and other fellow employees.
• Meet or exceed levels of service required by the Mystery Shopper Survey, as well as the “guest comment card” return ratios.
• Monitor and maintain proper Front Office operational supplies.
• Meet or come in under payroll and expense budgets.
• Ensure that all employees follow proper cash and credit handling procedures.
• Accountable for the "guest ledger" and its proper daily maintenance.

 SPECIFIC EXPERIENCE WE'RE SEEKING:

• 2 years of front of the house management experience in a luxury or lifestyle hotel/resort.
• Hospitality Management degree is preferred.
• Experience with Opera is must and experience with HotSOS, Alice and Kipsu is preferred.
• Proficiency in Microsoft Office is must.
• Experience with hiring and coaching team members.
• Experience with purchasing systems/processes and managing a checkbook is must.
• Ability to lift 30 pounds.
• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.