Front Office Manager | TownePlace Suites

Yes! We are HIRING! Our TownePlace Suites by Marriott in Urbandale, Iowa is seeking an experienced Front Office Manager to be a core member of the hotel management team.

Job Summary: The Front Office Manager directly supervises all front office associates and ensures proper completion of all front office operations to maximize revenues and profits while attaining optimal guest satisfaction. Front office operations include, but not limited to, directing and coordinating activities of the front desk, reservations, guest service, and ensuring proper appearance of lobby and all public areas. The Front Office Manager implements company programs and supervises the daily operations of the front desk to comply with policies and procedures, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel guests. The Front Office Manager also acts as the Manager on Duty when scheduled as such by the General Manager

Requirements:

• Effective written and verbal communication skills
• Self-starting personality with an even disposition
• Strong leadership and team building skills
• Willing to “pitch-in” and help associates
• Knowledge of front desk operations including guest check-in/check-out policies and procedures and providing excellent guest service
• Understanding of room types and rate plans
• Flexible schedule and attendance are crucial as must be able to work varying shifts and schedules as needed
• This position may require physical mobility including, but not limited to, bending, carrying, climbing stairs, reaching or squatting

Essential Job Functions:

Operational and Financial Management

• Perform administrative duties including reading and writing reports and communicating with shareholders (associates, guests, corporate office, local associations, etc.)
• Ensure brand standards are being maintained at the Front Desk
• Work closely with the sales and revenue teams to capitalize on all revenue opportunities
• Aggressively, effectively, and continuously manage and update rates on distribution channels
• Maintain information on prices, rates, specials, packages, and programs while ensuring all Front Desk associates are trained in these areas as well
• Effectively control and manage all front office operational expenses including but, but not limited to, labor, overtime, supplies, etc. and seeks and implements cost saving strategies
• Informs General Manager of any unique situations or unusual developments in Front Desk operations
• Process reservations by mail, telephone, fax, and central reservation system as well as those received from sales office or other hotel departments
• Opens and closes out discount rates on reservation systems when applicable
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows
• Process cancellations and modifications to reservations
• Monitors Front Desk communication logs
• Understand the Chart of Accounts to code invoices for Front Desk/Front Office
• Able to work any shift, including audit, and fill in when other associates are not able to work their scheduled shift
• Assist in all emergencies at the property and handle appropriately
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity
• Ensure proper operations and cash handling are completed per established policies and procedures, and in compliance with all local, state, and federal agencies
• Implement company programs and supervise the daily operations of the front desk to comply with policies and procedures, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel guests
• Ensure all front office equipment is in good working condition
• Ensure all company policies are being administered consistently and standard operating procedures are being followed

Managing the Associate Experience

• Stay readily available and approachable for all associates
• Always extend professionalism and courtesy to all associates
• Lead by example, demonstrating self-confidence, energy, and enthusiasm
• Set clear performance expectations for all Front Desk associates
• Ensure proper staffing levels to exceed guest expectations
• Ensure all associates are trained on emergency and security policies and procedures
• Interview, hire, supervise, and counsel associates in the efficient operation of the Front Desk
• Motivate, coach, and train Front Desk associates while setting goals and holding the team accountable by providing feedback and recognition
• Ensure onboarding and orientations for new associates are thorough and completed in a timely fashion
• Take a proactive approach when dealing with associate concerns and address in a timely manner
• Appropriately handle all associate issues in conjunction with Human Resources
• Ensure property hiring practices comply with I-9, ADA and EEO requirements
• Motivate and encourage associates to solve guest and associate related concerns
• Complete weekly schedules for Front Desk
• Minimize safety hazards by practicing safety and following all safety rules and procedures
• Conduct weekly/monthly meetings with all associates to address business concerns, protocol updates and other communications
• Support associates with diverse abilities, styles, motivations, and/or cultural perspectives; utilize differences to drive innovation, engagement and business results
• Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results

Managing the Guest Experience

• Ensure the safety and security of all guests by adhering to hotel security policies and procedures, particularly regarding key controls and effectively reporting safety hazards and concerns
• Always extend professionalism and courtesy to guests
• Motivate and encourage associates to solve guest issues
• Provide excellent guest service
• Be readily available/approachable for all guests
• Take proactive approach when dealing with guest concerns
• Analyze, investigate, and resolve guest complaints
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business