Front Office Manager

Location Isle of Palms, SC
Property The Palms Oceanfront Hotel
Date Posted February 11, 2019
Job Type Front Desk, Management

Description

Isle of Palms, SC – The Front Office Manager is responsible for assisting the Hotel General Manager with the successful operation and administration of Front Office and staff. The Front Office Manager is responsible for the overall guest services and financial accuracy of the Hotel to include supervision, training, coaching, motivation, and policy implementation. The Front Office Manager must ensure an awareness of all departments throughout the Hotel; ensuring a consistent focus on providing an exceptional experience to every guest while maximizing department profitability at the same time. The Front Office Manager is responsible for ensuring that all Hotel operations are carried out professionally, to standards and at the highest level of service. The Front Office Manager will achieve desired outcomes by planning, implementing, and controlling effective strategies that drive results and through the creation, development and maintenance of a competent, motivated, and empowered hotel staff. In the absence of the General Manager, the Front Office Manager will assume this role.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PRIMARY RESPONSIBILITIES

  • Acts in the capacity of General Manager in his or her absence
  • Works collaboratively with supervisors and managers to continually enhance and advance the hotel’s goals and operations
  • Work closely with managers and supervisors to develop them both personally and professionally
  • Establishes consistent operating procedures
  • Motivates the staff and establishes a productive and positive work environment
  • Responsible for the appropriate scheduling of Hotel Staff to ensure guest needs
  • Maintain complete knowledge of all operations department policies/service procedures
  • Ensure the operations staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department
  • Conduct daily stand-up meetings with management/staff to ensure employees are informed
  • Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate
  • Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis
  • Directly contact respective personnel and relay any deficiencies that are to be corrected
  • Maintain constant control over changes and variances in budget for payroll, staff, ordering of supplies according to changes in occupancy levels
  • Organizes all payables and create payables worksheet for the corporate office to process for payment
  • Manages direct billing invoice accounts and ensure prompt payment of outstanding invoices
  • Keeps abreast of the competition and hospitality trends
  • Has a flexible schedule that can work any shifts
  • Assists with staffing coverage in the instance of call-offs
  • Assists in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue
  • Adheres to all company Standard/Conduct policies and procedures
  • Follows the company’s employee hand book for rules and regulations
  • Ensure that all operations departments and employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines
  • Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor


GUEST SERVICE & SATISFACTION

  • Responsible for Guest Service scores, reviews the scores with the staff, site areas for improvement, create incentives
  • Handles guest complaints and special requests
  • Demonstrates a commitment to servicing the guest and takes initiative to speak to all guests
  • Responds promptly to any guest inquiries or complaints (if reasonable)
  • Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding use of negative language, and never displaying anger


JOB REQUIREMENTS

  • College degree or appropriate experience level in hotel operations or
  • High school diploma or equivalent plus at least seven (7) years of related experience or
  • Any equivalent combination of education and experience that provides the above skills, knowledge, or abilities
  • Strong verbal and written communication skills
  • Significant attention to detail
  • Complete understanding of bottom line profitability and budget goals
  • Computer skills required
  • Experience with Hotel information systems preferred
  • Construction experience recommended; however, not required

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