Front Office Manager

Company: Homewood Suites by Hilton Newport Middletown, RI
Location: Middletown
Posted on: November 22, 2021

Job Description:

First Bristol Corporation is a New England Hotel Management company established in 1986. We have found success in the hospitality industry by way of our commitment to providing high quality products with best-in-class service through our dedicated hotel teams motivated by a culture in which they are truly valued and provided career growth opportunities.

The hospitality industry is an exciting work environment that also provides the chance to develop skills and establish a successful career path. All our team members have the opportunity to grow! Join us!

Job Title: Front Office Manager

Reports To: General Manager

POSITION SUMMARY:

The primary function of the Front Office Manager is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Guest Service Agents and the Front Desk Supervisor (if applicable). They are to resolve guest issues & perform duties as required to ensure 100% guest satisfaction. The Front Office Manager will oversee the front desk processes between the guests and the various hotel departments.

ESSENTIAL FUNCTIONS:

--- Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).

--- Responsible for completion of training programs and schedules for Direct Reports.

--- Review payroll for department and verify clock-in and clock-out times of the front office associates.

--- Work with sales and hotel administration staff with gathering required guest information.

--- Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.

--- Responsible for the success of special projects and promotions as they relate to Front Desk Staff.

--- Responsible for Front Desk Department associate performance evaluations.

--- Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, F&B, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.

--- Knowledgeable in the hotel's Property Management System.

--- Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.

--- Complete daily shift checklist.

--- Ensure proper corporate and group coding.

--- Complete and print all required daily reports, records and logs as necessary.

--- Ensure to sell and identify potential future business upon check in.

--- Relocate guests to nearby hotels as necessary.

--- Verify daily rate and availability.

--- Handle all administrative tasks pertaining to Front Desk.

--- Schedule Associates' shifts and breaks.

--- Brief Management as necessary.

--- Supervise and ensure the completion of all day-to-day duties of all Guest Services staff.

--- Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.

--- Maintain records of financial transactions reported by various departments.

--- Handle collection of all in house balances.

--- Assist in turning rooms as necessary.

--- Conduct monthly meetings with the Front Desk staff.

--- Responsible for Guest Service Agents and Front Desk Supervisor's 90-day and annual performance reviews.

--- Responsible for administering corrective action to associates when necessary.

--- Oversee every aspect of Guest Services, including the Business Center.

--- Agree to work flexible shifts, including weekends and holidays to meet the demands of the hotel. Cover FD shifts if no other staff is available (call outs/ time off requests).

--- Serve as Manager on Duty.

--- Attend mandatory meetings & hotel functions.

--- Comply with all company standards and policies, as established in the employee handbook.

--- Ensure staff is complying with uniform standards.

--- Implement and Monitor Signature Program.

--- Room Blocking for Extended Stay Guests and groups.

--- Maintain Market/Suite Shop Inventory and Price List.

--- Update FD Communication Board.

--- Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager.

--- Other duties as required.

Keywords: Homewood Suites by Hilton Newport Middletown, RI, Fall River , Front Office Manager, Administration, Clerical , Middletown, Massachusetts