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TITLE: Front Office Manager

POSITION FOCUS: Coordinates the activities of front office personnel and breakfast as directed and provides support to the General Manager.

JOB REQUIREMENTS: 90% of shift is standing, bending/kneeling. Clean driving record and valid driver’s license. Safe defensive driving skills. Must be able to reach all areas of hotel to assist clients. Occasional carrying and lifting of heavy items. Proficient with computers and Microsoft Office. May be required to work nights, weekends and holidays. Will be required to be on call when away from work.

ORGANIZATIONAL STRUCTURE: Reports to: General Manager and/or Assistant General Manager. Subordinates: Front Desk Agents; Shuttle Driver; Breakfast Attendant; Evening Attendant

PRIMARY RESPONSIBILITIES:

• Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures.

• Provides training, including safety training, to front office staff.

• Selects or assists in the selection of front office staff and all new hire paperwork.

• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, IRS and accurate posting of house accounts.

• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.

• Receives and resolves or assists in resolving guest complaints and team member issues.

• Performs functions of the General Manager in their absence.

• Covers shifts in all departments as scheduled by the General Manager.

• Corresponds with group and travel agents to answer special requests for rooms and rates.

• Assists with sales and marketing efforts as directed.

• Answers inquiries pertaining to hotel policies and services.

• Assists General Manager in annual wage scale surveys.

• Assists and is present during Quality Assurance reviews administered by the franchise.

• Conducts or assists in conducting staff meetings.

• Reviews team member performance and conducts personnel actions when necessary with the approval of the General Manager.

• Responsible for understanding and adhering to guidelines set forth in the team member handbook. Expected to report to work on scheduled days and at scheduled times.

• Observes the 5x10 rule, which is to be complied with at all times. Anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

• Other duties as assigned by supervisor or management.