Front Office Manager- CRC

REPORTS TO: General Manager

STATUS: Exempt

EXPECTED SHIFT: All Shifts Depending on Business Level

UNIFORM: Blouse or button up shirt, Slacks, Suit Jacket or Sport Coat, Dress Shoes

JOB SUMMARY

The Front Office Manager oversees all front desk operations to ensure exceptional guest service and efficient hotel operations. This role is responsible for managing the front office team, optimizing occupancy and revenue, and maintaining high standards of hospitality in alignment with the hotel’s unique brand identity.

Physical abilities:

1. Standing for a minimum of 5 consecutive hours
2. Walking for a minimum of 5 consecutive hours
3. Crouching (Bend at knees)
4. Stooping (Bend at waist)
5. Twisting (knees, waist, and neck)
6. Balancing
7. Reaching (overhead extension)
8. Handling and grasping
9. Dexterity/feeling
10. Pushing/pulling:
11. Lifting/carrying a maximum of 50 lbs.

Working Environment:

• Exposure to high stress situations, i.e. intoxicated guests, invalid credit cards, injuries
• Exposure to criminal activity i.e. trespassing, theft, public intoxication
• Exterior of hotel with exposure to weather conditions.
• Constant interaction with guests and employees

Duties AND Responsibilities

• Display exceptional knowledge of guest rooms and amenities
• Complete injury/ incident reports for guests and employees
• Be on the lobby during peak hours and special events
  • (7:30AM – 9:30AM, 4PM to 7PM)
• Review arrivals and departures for special requests and billing notes
• Complete MOD checklist on scheduled shifts
• Review the credit check report and additionally authorize as needed
  • Perform lock out if authorization declines
• Ensure front desk agents complete the shift checklist
• Verify room inspections are on pace
• Review Out of Order/ Service rooms and verify if needed
• Verify all amenities are submitted in Alice and are completed
• Ensure room service orders taken at the front desk are entered per hotel standard
• Complete annual reviews for designated associates
• Participate in any off-site events
• Attend Managerial meetings such as Behind the Scenes, Daily Stand Up, Standing Ovation, Safety
• Schedule and host monthly Bravo meeting
  • Front Desk Agents and Night Auditors

Be proficient in Microsoft Word, Excel, and PowerPoint