Front Office Manager

Job Purpose:

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department,  ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departmentsDuties & Functions: Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings. Ensure compliance of brand standards, operating procedures and policies Determines the direction, support, training and tools by being a consistent relationship builder to ensure the sense of empowerment necessary to provide win/win decisions for any internal/external customer challenges that may arise Directs all activities of the front office and communicates with other departments to ensure complete guest and associate satisfaction Participates in Fire Safety and Loss Prevention programs Continuously evaluates the performance of Front Office Management and staff taking corrective actions when necessary Conducts interviews for all front office positions Facilitates the training and development of all employees to Ennismore standards Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary Monitors availability and occupancy on a daily basis and constantly communicates with revenue manager to resolve any challenging issues Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate/ ReviewPro in Nuvola. ADDITIONAL RESPONSIBILITIES Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams. Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information. Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed. Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. To be aware of and ensure constant compliance with all necessary operational policies including: Health and Safety Food Hygiene Maintenance Emergency Procedures Liquor Licensing SUPPORTIVE FUNCTIONS 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 supervisor based upon the particular requirements of the company. Attend mandatory meetings including divisional meetings, staff meetings, etc. Participate in community events and ensure corporate social responsibility goals of Ennismore are met. Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used. Keep work area clean and organized. Ensure confidential documents are kept in a secured area. When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized. Complete other duties as assigned by the General Manager. Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards. Ensure compliance with Ennismore’s policies and procedures. OTHER DUTIES Assimilate into Ennismore’s culture through understanding, supporting and participating in all Ennismore elements. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Ennismore from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.