Front Office Manager
Department: Front Office
FLSA Status: Exempt
Reports To: Director of Front Office
Date Prepared: 10/4/2019
Provide guidance and leadership as the Front Office Manager, ensuring the delivery of consistent quality customer service.
Essential Duties and Responsibilities
1. Lead, through your direct reports, the effective management of the departments noted above, to maximize the employee experience (PEOPLE), ensure effective SOP’s and systems (PROCESS), deliver optimal guest service (PRODUCT) while driving revenues complimented by cost management to drive financial performance (PROFIT). You are empowered to make decisions to ensure a balanced management approach to the 4 P’s.
2. Ensure that all direct reports and Sandestin employees proudly carry the Sandestin Investments credo card while “knowing, owning and energizing” our mission, vision and company culture at all times.
3. Lead by example the “3 Steps of Service” and the “10/5 rule” to ensure they are as well practiced by direct reports and employees at all times.
4. Facilitate a healthy workplace through daily appreciation and positive communication with direct report and employees with “dignity and respect” in mind at all times.
5. Oversee and assist in the day-to-day operation of the Resort Front Office operations.
6. Supervise the operational activities of the Resort front desk/s, PBX, Concierge and bellstaff operations within Resort guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
7. Assign, coordinate, and supervise work activities of Front Desk Managers, Agents, Concierges and Bellman.
8. Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
9. Assist with training and development of Front desk Managers and Front office Staff. Prepare staffing schedules, inspect payroll entries for accuracy, and monitor labor costs to budget figures.
10. Prepare and conduct Front Office meetings and document and resolve issues.
11. Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
12. Provide information and direction to staff to achieve 100% occupancy.
13. Review and resolve dispute accounts and Housekeeping discrepancies.
14. Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
15. Perform check-in and out procedures when needed for heavy arrival/departure patterns.
16. Take personal responsibility for correcting customer service problems.
17. Assist Director with preparing annual budget and assist throughout the financial year to meet or exceed the goals and expectations.
18. Monitor all departmental office supply and guest supply purchases.
19. Assist Director with creating employee recognition programs and monitor that front office managers are executing.
20. Oversee completion of manager’s financial reporting and advise Director of any outstanding concerns and/or balances.
21. Schedule, prepare agenda for and execute staff meetings.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the resort:
• Perform special projects and other responsibilities as assigned.
• Professionally represent the hotel in community and industry organizations and events.
• Participate as a team player with all departments.
• Provide constructive feedback to all departments.
• Be a leader and a role model to all employees.
· Any and all duties and responsibilities as assigned to you by Ownership or Senior Vice President and General Manager.
Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Hotel/Hospitality degree preferred. Four years or more of progressive Hotel Rooms Management experience preferably in a 4- Diamond hotel. At least 2 years Front Office management experience. Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural disability, and ethnic backgrounds
Service oriented style with an “Aggressive Hospitality” attitude. Must be able to motivate, coach, supervise and train hourly associates.
Basic Required Skills
· Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process.
· Requires good communication skills, both verbal and written.
· Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees.
· Must possess basic computational ability. Must possess basic computer skills. Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
· Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
· Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches. Ability to make decisions with only general policies and procedures available for guidance.
· Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
· Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
· Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
· Must be able to lift items weighing in excess of 50 lbs. occasionally.
· Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
· Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
· Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
· Requires manual dexterity to use and operate all necessary equipment.
· Must have finger dexterity to be able to operate office equipment such as computers, printers, photocopiers, dolly and other office equipment as needed.