Job Title: Front Office Manager

Department: Rooms

Basic Function: Oversee and manage the Front Office, Bell Staff and Concierge. Ensures the highest level of guest service and maximizes occupancy and professionalism amongst all employees.

Work Performed:

• Supervises and supports the Front Desk Staff, Bell Staff and Concierge to ensure compliance with resort objectives, policies and procedures
• Maintains maximum occupancy levels and the highest average room rates and revenue
• Ensures consistency with proper check-in and check-out procedures by Front Desk Agents
• Supervises all training for Front Desk Staff, Bell Staff and Concierge in accordance with the product description and Forbes Standards
• Effectively supervises all Front Desk Staff, Bell Staff and Concierge employees to include coaching and counseling, and disciplinary action as necessary
• Interviews and hires new staff as necessary for the department
• Conducts performance reviews as necessary for the department
• Conducts continuous service standards training to ensure consistent guest experience at high quality
• Reviews daily checklists to ensure proper documentation, follow through of billing procedures, and resort policies
• Reviews daily emergency reports, log books, trace reports, credit card authorizations, etc.
• Reviews room rate reports and any special requests are noted and upgrades are completed, with welcome letters and itineraries attached
• Maintains all areas that have group information on resumes and in group folders
• Checks all group billing information, group masters, etc. to ensure routing is set up correctly to allow a 3-day billing turn around
• Oversees and monitors all cash and credit procedures as related to the Front Desk
• Ensures all cash handling procedures are followed consistently
• Monitors and promotes Front Desk incentive plans
• Ability to deal effectively with all departments, regular communications with Director of Rooms, Managing Director and all department managers
• Maintains proper communication with Housekeeping to ensure guest satisfaction
• Maintains master key control for owners’ residences, through the MOD keys
• Resolves guest problems quickly, efficiently, and courteously
• Supports staff to ensure guests needs and requests are handled and followed through
• Hold monthly department meetings to review resort events, departmental policies and procedures and maintain high level of moral
• Informs staff of new changes and policies as necessary
• Maintains rapport with outside vendors and ensure standards are being upheld

Supervision Exercised: Front Desk Staff, Bell Staff and Concierge

Supervision Received: Director of Rooms and Managing Director

Responsibility & Authority:

• Ability to deal effectively with guests in the resort.
• Responsible for the control of the Front Office budgetary items.

Minimum Requirements:

Work experience in hotel/resort must. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong team member relations skills.

Physical Requirements:

%70 Standing

%20 Sitting

%10 Walking

Lifting/Carrying up to 25 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Job Type: Full-time

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Irvington, VA 22480: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Front desk: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: One location

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