Hotel Front Desk Manager

JOB OVERVIEW: The Front Office Manager is responsible for ensuring the operation of the front office, guest services 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 FUNCTIONS 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 according to Hotels S.O.P.'s. Ongoing development of training plans and procedures to lead the hotels to outstanding and lasting service scores for their respective brands. Prepare and conduct all Guest Services interviews and follow hiring procedures according to Hotels S.O.P.'s. Develop employee morale and ensure training of Guest Services, including assisting with Food and Beverage personnel. Be adaptable and cross trained to assist when required, housekeeping, restaurant and pool side staff. 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. allowances, etc. 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 Hotels S.O.P.'s regarding Purchase Orders, vouchering of invoices and accounting. Ensure that Wage Progress, Productivity and Room Forecasts are completed on a timely basis according to Hotels S.O.P.'s. 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, and daily and monthly responsibilities Operate all aspects of the Front Office OnQ computer system, including software maintenance, report generation and analysis, and simple programming. Monitor proper operation of the P.B.X. console and ensure that employees maintain Hotel S.O.P.'s in its use. Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Hotel S.O.P.'s. Ensure implementation of all Hotel policies and house rules as well Hilton Brand Standards. Understand hospitality terms. Ensure sign off of all Service Standards by Position for Guest Services staff. Assist in preparation of revenue and occupancy forecasting and management on a daily basis. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Must maintain constant communication with Housekeeping, Accounting and Support. 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, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. Monitor "Lost and Found" procedures and policies according to Hotel standards. Establish and maintain key control system. Ensure participation within department for monthly/weekly Hotel team meetings. 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 book on a daily basis.