HOTEL & RESTAURANT OFFICE MANAGER JOB DESCRIPTION

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HOTEL & RESTAURANT OFFICE MANAGER JOB DESCRIPTION

The Front Office Manager oversees the operations of the hotel front desk and actively manages the guest experience. This person reports directly to the Director of Operations. Responsibilities include, but are not limited to:

Front Office Operations

·      Directly manage the Front Office Team to ensure it is operating successfully.

·      Know of all aspects of the front desk, night audit, telephone systems, interfaces, service contacts, and computer systems.

·      Work scheduled front desk shifts if needed.

·      Work with the Executive Housekeeper and the housekeeping team to identify, record and report maintenance issues.

·      Ensure accurate guest folios, including proper room charges, incidentals and taxes.

·      Know local health and safety codes and regulations that apply to the hotel.

·      Assist sales managers in managing room blocks for wedding, social and corporate clients.

·      Field onsite inquiries for group rates, large party restaurant reservations, events and other sales where appropriate.

     Front Office Team Management

·      Assist in hiring, reviewing and disciplining all front desk team members.

·      Review and submit weekly payroll to the Accounting Manager.

·      Manage requests for time off for direct reports.

·      Maintain a positive, cooperative work environment between team members and management.

·      Keep detailed records of all front desk team member consultations, misconducts, call outs, reviews, etc.

Guest Services

·      Maintain high visibility with all front office team members and guests and personally demonstrate a commitment to guest services in responding promptly to guest needs.

·      Oversee all aspects of a guest's stay, ensuring the guest experience is positive and in line with the hotel's standards.

·      Ensure hotel standards and services contribute to the delivery of consistent guest service.

·      Properly train front office team members to deliver high-quality service and resolve guest complaints promptly and efficiently.

·      Stay updated on local knowledge, attractions, events, and services to provide accurate recommendations to guests. 

·      Working closely with other departments like housekeeping, events and the restaurant to ensure a seamless guest experience across all touchpoints. 

·      Regularly review guest feedback and identify trends to pinpoint areas for improvement, then developing action plans to address concerns. 

JOB ID: 170047

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James Kinder

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