Front Office Manager

This position is responsible for ensuring the operation of the Guest Services, Concierge and Bell staff 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.ESSENTIAL DUTIES:Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.Motivate, coach, counsel and discipline all Guest Services personnel.Prepare and conduct all Guest Services interviews.Develop employee morale and ensure training of Guest Services personnel.Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report, and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, etc.Review Guest Services staff's worked hours for payroll compilation and submit to accounting on a timely basis.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.Maintain Purchase Orders, vouchering invoices and checkbook accountingEnsure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis.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., returned checks, rejected credit cards, employee discrepancies, etc.Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis.Ensure staff greet and welcome all guests approaching the Front Desk.Ensure sign off all Service Standards by Position for Guest Services staff.Assist in preparation of revenue and occupancy forecasting.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Must maintain constant communication with Housekeeping and ReservationsOperate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.Ensure correct and accurate cash handling at the Front Desk.Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.Establish and maintain key control system.Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. Monitor all V.I.P.'s, special guests, and requests.Maintain required pars of all front office and stationary supplies.Review daily Front Office work and activity reports generated by Night Audit.Review Front Office log book and Guest Request log on a daily basis. .