Front Office Manager

About the role

The Front Office Manager is responsible for ensuring the operation of Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Fundamental Requirements

• Respond to all guests' requests, problems, complaints and/or incidents presented at the Front Desk or through reservations, Trust You Surveys, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Front Office personnel according to Hotel SOP's.
• Conduct and or participate in Front Office colleagues' meetings to ensure constant communication on expectations.
• Be always reachable by cell phone throughout the scheduled shift.
• May conduct Front Office interviews and follow hiring procedures according to Hotel SOP's.
• Maintain and boost employee morale by being present, positive, and supporting the team.
• Ensure training of Front Office personnel and execution of Forbes standards.
• Monitor Queue Rooms throughout the day.
• Deal with guest issues as they arise.
• Support the front desk team during heavy traffic.
• Communicate employee hours discrepancies and overtime to the Assistant & Director of Front Office in preparation of the labor meeting.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Monitor and solve open folios daily.
• Maintain Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Work closely with Accounting on follow-up items, i.e., rejected credit cards, open folios, employee cashiering discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the HOTSOS and ensure that employees are actively updating it.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Hotel SOP's.
• Ensure implementation of all Hotel policies and house rules. Understand hospitality terms.
• Create SOP's and revise existing ones as needed.
• Ensure sign off of all Service Standards by Position for Front Office staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and Accounting.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Hotel credit policies.
• Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Hotel standards.
• Maintain key control system.
• Ensure participation within department for monthly Hotel team meeting.
• Educate the Front Office Department on their role in contributing to the guest's satisfaction and audit scores.
• Monitor all VIP's and special guest requests.
• Maintain required pars of all front office and stationary supplies. Have a weekly inventory done by the team.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office logbook and Guest Request log daily.
• Ensure completion of daily front desk agent checklist.
• Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Conduct meetings according to Hotel standards as required by management.
• Perform other duties as requested by management.

Education & Experience

• Minimum 2 years previous Front Office experience, 1+ year in supervisory role required.
• Management experience in a luxury hotel & knowledge of Opera, HOTSOS, Microsoft Teams an asset
• Must be proficient in Windows, Company approved spreadsheets and word processing.

Additional Information

• Salary from $73,500 to $78,500
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities