Front Office Manager

Description

JOB OVERVIEW:

Provide guidance and leadership to the Front Office, ensuring

consistent compliance with hotel policies, and quality guest service. Indirectly

offers supervision for the entire hotel as well as making policies and developing

plans for carrying out work programs.

REPORTS TO:

General Manager

ESSENTIAL JOB FUNCTIONS:

1. Implement and manage hotel’s daily quality process including goal

communication, associate improvement, compliance with Crescent

standards of product and performance, service recovery and problem

resolution. Disseminate feedback from comment cards, guest satisfaction

and service failure measurements and coach accordingly.

2. Interview, hire, train, recommend performance evaluations, resolve

problems, provide open communication, and recommend discipline

and/or termination when appropriate.

3. Communicate both verbally and in writing to provide clear direction to

staff.

4. Observe performance and encourage improvement. Monitor hotel

occupancy and make staffing adjustments accordingly. Supervise and

review cost and inventory controls.

5. Field guest complaints, conducting thorough research to develop the

most effective solutions and negotiate results. Prepare written

correspondence to guests. Listen and extend assistance to resolve

problems such as price conflicts, insufficient heating or air conditioning,

etc. Remain calm and alert especially during emergency situations and

heavy hotel activity. Plan and implement detailed steps or problem

resolution by using experienced judgment and discretion.

6. Supervise the budgeting, forecasting, training, motivating, and staffing of

the Front Office including Front Office, Bell Staff, Reservations,

Concierge, Guest Services, and Transportation Services.

7. Plan, organize, chair, attend and/or participate in various hotel meetings

such as: Staff Meetings, Rooms Division Meetings, Executive Committee

Meetings, Quality Teams Meetings, etc.

8. Comply with attendance rules and be available to work on a regular basis.

9. Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even

disposition. Always maintain a professional appearance and manner. Can

communicate well with guests. Must be willing to “pitch-in” and help co- workers with

their job duties and be a team player. Requires the exercise of considerable managerial

skill as position involves frequent decisions, meeting of deadlines, negotiations of

contracts of vendors, analytical ability and the planning, organization development and

coordination of large-scale work projects. Ability to effectively deal with internal and

external customers, some of whom will require high levels of patience, tact, and

diplomacy to defuse anger and collect accurate information and resolve conflicts.

Complex mathematical skills and considerable skills in the use of a calculator to prepare

complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be

mobile for significant distances between and within buildings on the property. Ability to

observe performance and detect signs of emergency situations and respond with proper

action.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest

experience is positive interaction with Crescent staff. It is essential that you

always remain professional, and that you treat all guests and associates with

courtesy and respect, under all circumstances. Every Crescent associate is a

guest relations ambassador, every working minute of every day.

Work Habits:

To maintain a positive guest and associate experience, your work habits should

always meet and strive to exceed hotel standards for work procedures, dress,

grooming, punctuality, and attendance. You should be adaptable to change in

your work area and in hotel procedures with a willingness to learn new skills

and/or improve existing ones, can solve routine problems that occur on the job

and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to

Crescent. Every Crescent associate should adhere to the hotel security policies

and procedures, particularly regarding key controls, lifting heavy objects, using

chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position

that are incidental to the performance of the fundamental job duties.

Furthermore, the specific examples in each section are not intended to be allinclusive. Rather, they represent the typical elements and criteria considered

necessary to perform the job successfully. Other job-related duties may be

assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the

Company, and in no way creates an employment contract, implied or otherwise;

each associate remains, always, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.