Position Overview:

The Front Office Manager efficiently manages the front desk operation with minimal costs and maximum

profitability through proficient management of staff, internal controls, administration of company policies and procedures, and excellent guest service. This position is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The Front Office Manager usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate excellent leadership abilities.

Essential Duties & Responsibilities:

• Willingness to accept the most effective role

• Supervise and schedule all front desk and refuel staff members and oversee operations and trainings

• Manage Refuel inventory, ordering and pricing while minimizing waste and loss and maximizing profitability

• Respond to and resolve guest requests and issues quickly, efficiently and courteously either in-person, over the phone or email, and through GXP, Booking.com and Expedia Partner Central

• Respond to chargebacks in a timely manner with oversight from AGM

• Balance inventory, close aging folios, settle high balances, approve refunds and points, and ensure all guest settlements are made in a timely manner

• Verify that accurate room status information is maintained and properly communicated to front desk agents

• Stay up to date on all Marriott trainings and oversee front desk agent trainings to ensure timely completion

• Perform responsibilities of a Marriott Bonvoy Connector and ensure hotel is honoring Marriott Bonvoy's loyalty program requirements

• Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services

• Supervise and train all Front Desk staff to ensure that the best guest experience is provided

• Maintain optimum staffing levels at all times

• Review Front Desk Logbook and daily Manager’s reports to monitor/react to all hotel activities

• Act as property MOD in absence of Senior Management

• Always conduct yourself and your position with concern for the environment and its resources.

• Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items which can be

• Must respond to voice mail messages within four business hours, and outgoing voice mail greeting

  must state that calls will be returned within four business hours

• Other duties as specified by management on an "as need" basis

  Qualifications:

• Considerable knowledge of hotel management principles and practices

• Ability to multitask with superior supervision skills

• Keen decision making and time-management skills

• Ability to handle customer complaints and queries in a pleasant and level-headed manner

• Self-motivated and able to motivate a team

• Lift up to thirty (30) pounds, unassisted

• Bending, pushing, stretching, excessive standing

• Must possess a valid Driver's License

• Acceptable driving record & Car Insurance in good standing required