Front Office Manager (44090)

SUMMARY: Manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

DUTIES AND RESPONSIBILITIES:

• Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services.
• Understands and promotes a culture of responsibility for those “Within our Care”.
• Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times.
• Directs, implements, and maintains service standards.
• Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff.
• Monitors guest registration, check-out, and telephone service.
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints.
• Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable.
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Assists front office staff with resolution of guest problems/complaints as needed.
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions.
• Monitors social media and travel sites for response and trends.
• Prepares accurate and timely reports as required.
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow.
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations.
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises all front office employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.