Front Office Manager (Hampton Inn Lumberton)

Front Office Manager Job Description/Summary: Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction (QUALTRICS) and product quality standards (QA) are met. Assists department managers in managing all areas of the hotel in accordance with brand standards to achieve a friendly, welcoming atmosphere of superior guest service; demonstrate exemplary performance for staff to follow. Ensure all PEP training is up to date. This position is approximately 60% operational, 40% administrative; the ability to execute some of the administrative tasks while supporting Front Desk operations will enhance efficiency and productivity.
Organizationally, daily supervision of operations is shared by the GM and FOM; typically, this will mean that one manager will be at the hotel at the start of the day’s activities, 7 to 7:30 AM, and the other manager will close the day’s operations and ensure that set-up is complete for the following day, approximately 9:30 PM. This time frame is adjusted based on business levels and operational needs, so that any given day may require earlier, later, more or less management coverage.
ESSENTIAL JOB FUNCTIONS:
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Exceed guest expectations by personal example & by coaching Guest Services staff, as measured by guest feedback/QUALTRICS.
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Translate the strategy established by the General Manager into operational priorities and steps that can be executed by FOM, GSAs, AND Breakfast.
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Create a team culture that fosters continuous improvement, cooperation, loyalty and stability, superior service to guests /team.
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Ensure that brand standards of operations, safety, and services are maintained at all times.
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In accordance with budget, financial and forecast guidelines, schedule Front Desk team, Driver, and other assigned staff; manage the day-to-day arrivals – HHonors assignments and amenities, ensure that Front Desk is prepared to handle the forecast volume of departures / arrivals in a manner that exceeds guest expectations and hotel & brand standards.
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Ensure that all Front Desk tasks are executed correctly so revenues, checks & balances are protected.
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According to scheduled hours, supervise a) breakfast and front office team.
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Coordinate effectively with Housekeeping & Engineering Teams, to maximize their maintenance of the hotel and ability to provide superior guest service and responsiveness.
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Hiring, training and tracking of mandated training for all direct reports.
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Accounts Receivable for hotel’s Direct Bill accounts; HHonors submissions; credit card disputes, guest billing inquiries.
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Supervises Front Office Team, supporting breakfast staff plus care and maintenance of shuttle vans.
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Suite Shop: purchasing, posting, inventory, accountability for operating margins
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Support the hotel in timely Guest Assistance response.
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Accurately schedules/monitors expenses to meet/exceed budgeted profit margins.
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Anticipates revenue/cost problems and manages timing of discretionary costs to stabilize cash flow.
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Analyzes operational forecasts/needs on ongoing basis to adjust labor requirements and operating costs.
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Ensures hotel staff is trained in financial control procedures for cash, vouchers, inventories, and receivables, and that these procedures are regularly followed.
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Produces accurate, timely inventories, purchasing and other needed reports.
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Identifies major revenue and expense opportunities and possible problems.
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Accurately forecasts occupancy changes based on the changing market (e.g., increased competition).
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Achievement of rate, revenue and cost objectives.
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Ensures all hotel staff, including new hires, knows all components/features of our guest service guarantee and are trained to meet service standards; develops added value customer service programs.
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Empowers hotel staff to deliver guest service by encouraging & rewarding responsive guest help
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Develops/implements procedures & processes at Front Desk that promote guest loyalty & grow REVPAR/market share.
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Knows why competitors are successful in each segment and directly markets/sells against him or her.
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Understands the weekly and daily revenue strategies, can implement appropriate steps.
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Knows key accounts and actively “sells” through sales calls, property tours, etc.
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Manages human resources functions including recruiting, s