Front Office Manager
8 days ago
Colorado Springs
Job Description Position Purpose & Summary The FoM (FoM) is responsible for the daily operations of the Front Office Department. Ensures that the department's goals are met with the highest possible guest satisfaction. Ensuring the team follows set standards and operating procedures, and providing support, training, mentorship, and guidance through effective management. Essential Duties & Responsibilities: Oversee daily operations of the Front Office Department, including the Front Desk, Concierge, Valet, Reservations, and PBX tasks. Works directly with the teams to ensure the highest guest satisfaction and comfort is met. Acts as a manager on duty when on property to ensure the safety and security of our guests, members, and staff. Direct reports: • Guest Service Manager, • Front Desk Manager, • Front Desk Supervisor(s), • Front Service Supervisor, • Night Supervisor Essential Functions: • Assist the Managing Hotel Director with the long-term strategies of the Rooms Department., • Ensures good communication is in place between the Front Office and Housekeeping, as well as other departments, on guests' needs, traces, arrival times, room moves, amenities, etc., • Proper procedures are in place and maintained for group reservations, billing, and attending to their specific needs., • Attends Group pre-cons to represent the Front Office Department., • Ensures effective handling of group billing., • Be part of the annual budget process, creating the budgets for the Front Office Department., • Control labor and expenses on a daily, weekly, and monthly basis through effective expense and labor controls., • Review and analyze the monthly P&L and make adjustments to stay within the budgeted guidelines., • Ensure departmental financials are kept, including invoicing and POs., • Ensures effective scheduling, filling open positions through interviewing candidates, and reviews bi-weekly payroll for accuracy., • Create and implement SOPs as needed to maintain departmental efficiency and enhance guest service., • Monitor guest satisfaction through glitch report, guest comment log, and Unifocus follow-up. Be readily available to speak and interact with guests., • Follow up with guest complaints as needed., • Act as Manager on Duty for the entire property when on duty., • Meet and greet VIP clients and guests., • Attend property meetings and provide updates on department initiatives., • Fosters a culture of discipline, accountability, and consistency within the department., • Follow up with other department heads on cross-departmental issues, including finance, S&M, and HR, as needed., • Review OOO and OOS report with SVP – Ops and VP - Engineering Additional Duties and Responsibilities: • Greet every guest, member, and team member to the same standards and set a positive tone for every interaction, • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments., • Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values., • Be empowered to make things go right if they go wrong., • Give the guest/member a fond farewell., • Address feedback by utilizing the LEARN Model., • Demonstrate a professional appearance and be attentive to what matters most., • Comply with company policies and procedures., • Observe and adhere to safety guidelines. Marginal Functions: • Perform other duties as assigned., • Interface positively with other departments and offer assistance when needed., • Minimum Knowledge & Skills:, • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data., • Technical Skills:, • Fluent in Front Office Operational practices, including reservation systems, group room blocks, and group billing., • Fluent in Hotel Property Management system(s), Opera/Opera Cloud, and Synxis, prior experience preferred., • Understanding of Concierge organizational best practices. Prior experience in maintaining strong relationships with 3rd party vendors and service providers preferred., • Strong background in training skills and standards preferred., • Language: Required to speak, read, and write English, with fluency in other languages preferred., • Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding., • Formal Education and Job-Related Experience:, • High school diploma or college strongly preferred, hospitality school a strong plus., • Bilingual is a strong plus., • Minimum two years of Management experience; previous experience in a Front Office department for a luxury or ultra-luxury hotel., • A Bachelor's Degree in Hotel, Business, or Institutional Management or related area is preferred. External and Internal Personal Contact: • Communications:, • Daily – Communicate with guests and members, housekeeping team members, laundry team members, front desk team members, valet, concierge, reservations, dining, and engineering., • Weekly – Communicate with other departments such as Housekeeping, Engineering Membership, Spa, Tennis, Golf, and Finance., • Occasionally – Participate in one-on-one coaching sessions., • Teamwork and Collaboration: This position requires continuous teamwork and internal and cross-departmental communication. Additional Licenses and/or Certifications Required: YES NO Valid Driver's License X CPR Certification X Food Protection Manager Certification X Food Handler Certification X Alcohol Server/Seller Certification X Position Analysis/Specifications: N/A (Not Applicable) OCCASIONAL FREQUENTLY Sitting X Standing X Walking X Bending Over X Crawling X Reaching X Crouching X Kneeling X Balancing X Pushing / Pulling X Lifting / Carrying: 10 lbs. or less X 11 to 25 lbs. X 26 to 50 lbs. X 51 to 70 lbs. X Manual Dexterity X Fine Motor Skills X Gross Motor Skills X Eye / Hand Coordination X Near Vision X Far Vision X Color Recognition X Hearing X Environmental Factors: Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather. YES NO Working Outside X Working Inside X Working Alone X Working Closely with Others X Excessive Cold / Heat X Excessive Humidity / Dampness X Noise / Vibrations X Working Above Ground X Working Below Ground X Working with Chemicals / Detergents / Cleaners X Working Around Fumes / Smoke / Gas X Walking on Uneven Surfaces X Operating Motorized Equipment or Vehicles X Working Around/Near Machinery/Motorized Equipment X Climbing on Scaffolds or Ladders X Continuous use with a Computer and Keyboard X Job Posted by ApplicantPro