Front Office Manager

Summary: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.

Essential Duties and Responsibilities: include the following. Other duties may be assigned by supervisor as needed.

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

• Implement and sustain company and franchise / brand programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet, Security, as applicable) to ensure compliance with expectations, standards and regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

• Achieve expectations with metrics, including guest service scores, brand standards audits, etc.

• Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.

• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.

• Self-starting personality with an even disposition to effectively communicate with guests, team members and community.

• Professional high standards for personal appearance and grooming, which include appropriate attire and name got according to brand standard.

• Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations.

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

• Perform any other job related duties as assigned.