Responsible for all Front Office functions and staff. Areas of
responsibility include Front Desk, Bell, Concierge and PBX. Directs
and works with management and employees to successfully execute all
Front Office operations, including guest arrival and departure
procedures. Works to establish a safe and secure environment for
all guests and associates. Strives to continually improve guest and
employee satisfaction and maximize financial performance of the
Front Office Manager Responsibilities
-This position has approximately 3 supervisors, 1 Assistant Front
Office Manager and 5 hourly direct reports.
-Manage the day-to-day operations of Front Office operations.
-This position carries out supervisory responsibilities in
accordance with the organization's policies, procedures and
-Interview, hire, process references including new hire paperwork
to company standard, for all Front Office staff in compliance with
state and federal laws and company policy.
-Set specific goals and objectives for all the employees in the
-Establish and communicate performance criteria to all employees
and reinforces specific performance goals with subordinate
employees, and provide feedback.
-Appropriately disciplines and creates performance improvement
plans for employees, for any performance-related issues.
-Maintain proper staffing levels for all operating departments
according to hotels' business levels.
-Review with managers and staff the schedules on a weekly basis to
ensure business needs and budgeted levels are being met.
-Communicates with team members, both verbally and in writing, to
answer questions and provide clear direction in advising and
instructing staff in details of work, policies, and procedures.
-Provides timely and real-time feedback to management and hourly
associates on service and operational standards; including feedback
on all levels of service and operational detail.
-Adhere and have a complete understanding of the Safety Rules and
-Plan, distribute delegate, and direct daily, weekly, monthly,
quarterly and annual work assignments.
-Monitor and develop team member performance to include, but not
limited to, providing supervision and professional development,
scheduling, conducting counseling and evaluations, and delivering
recognition and reward.
Maintaining Property Standards
-Providing Exceptional Customer Service.
-Handles guest problems and complaints efficiently.
-Empowers employees to provide excellent customer service.
-Displays leadership in guest hospitality by exemplifying excellent
customer service and creating a positive atmosphere for guest and
-Prepare employee schedules according to business forecast, payroll
budget guidelines and productivity requirements.
-Work with the Front Office staff on all shifts and prioritize
their work assignments.
-Processes payroll and is responsible for scheduling in line with
the monthly labor budget.
-Assist in developing financial forecasts and actively participate
in monthly profit and loss review meetings.
Managing and Conducting Departmental Activities
-Celebrates successes and publicly recognizes the contributions of
-Establishes and maintains open, collaborative relationships with
-Ensures employees are treated fairly and equitably.
-Provides feedback to employees based on observation of service
-Supervises employee's ability to execute departmental and property
-Ensures disciplinary procedures and documentation are completed
according to Standard and Local Operating
-Procedures (SOPs and LSOPs) and support the Peer Review
-Ensures property policies are administered fairly and
Major areas of responsibility include but are not limited to:
-Maintain complete knowledge of and comply with all departmental
-Anticipate guest needs, respond promptly, and acknowledge all
guests, however busy and at any time of day.
-Monitor and maintain cleanliness, sanitation, and organization of
assigned work areas.
-Ensure all in-house group activities, locations and times set and
communicate to staff.
-Maintain a working knowledge of all hotel and departmental
policies and procedures.
-Empowers associates to provide excellent customer service.
-Ensures ongoing communication occurs in all areas of
responsibility to create awareness of business objectives,
awareness of expectations, and recognition of exemplary
-Assist in monitoring and developing team member performance to
include, but not limited to, providing.
-supervision, scheduling, conducting counseling and evaluations,
providing professional development, and delivering recognition and
-Ensure brand required and service programs are in place and
-Communicates with key departments (Housekeeping, engineering, Food
& Beverage, reservations, Sales and event planning) to ensure
luxury 4 Diamond guest experience from arrival to departure.
-Communicate closely with housekeeping and maintenance regarding
discrepancies and ensure a luxury 4 diamond experience quality of
-Respond to all guests' requests, problems, and concerns presented
in person or through comment cards, letters and/or phone calls, in
an attentive, courteous, and efficient manner. Follow up to ensure
-Work with Front Office Staff on all shifts and prioritize their
-Ensure Marriott Rewards account number is associated with frequent
guests accounts and enroll those guests are not already