Position Overview: Responsible to lead, support and direct all front office operations. Responsible for proper completion of all front office duties. Direct and coordinate the activities of the front desk, reservations, guest services and telephone areas, to provide efficient and courteous service to each guest. This will help maximize occupancy and guest room revenue via yield management. Maintain a professional department by insuring high levels of guest and associate satisfaction. Provide quality service in a clean, organized and well-maintained front desk/office center. Uphold our company standards and mission.

Essential Functions: • Prepare weekly sales and business level forecast and prepare front desk staff schedule accordingly. Monitor and adjust for any major change in occupancy levels. • Supervise the Front Office operation to provide efficient and courteous service to each guest. Maximize guest room revenue through closely monitoring yield management. • Maintain statistics on rooms and reservations, guest arrivals and departures, average occupancy rates, and related information. Prepare follow-up and/or forecasts to aid in management decision making. • Work closely with other departments to properly plan and coordinate in-house activities. • Revenue Management Functions including tracking, forecasting, pricing, inventory management, distribution and communication. • Participate in all required and requested hotel department meetings as per General Manager (GM).

Leadership Functions: Create and maintain a positive work environment through team building and serve as a role model for staff in terms of: Professionalism Attitude Respect Communication Appearance Conduct Cooperation Trust Uphold and abide by the policies in the Associate Handbook for your position. Follow these policies, rules and regulations for the safe and effective overall operation. Teach and enforce all existing and new policies and procedures. Must have commitment to company values. Maintain a hands-on, positive and inspirational coaching approach to working with and supporting your supervisors and associates. Be a good role model and actively seek coaching opportunities to help maintain a positive work environment. Maintain this environment through team building. Be proactive to assure your property has a “harassment free” work environment. Report harassing behavior immediately. Maintain a positive approach to working with associates to include coaching and counseling. Offer praise for those times when someone is doing the right thing and immediately correct when improvement is necessary. Maintain a 45 to 50-hour average annual workweek. Work schedule prescribed by the GM. As the leader of the Front Office Department, your presence in assisting and helping at the desk and office is essential to our overall success. You and your team must accept the role as the guests’ liaison and ambassador. Front office staff most often make the first impression upon our guests regarding our property. Lead by the right example and model the right behavior for your team. Support your team with a “Hands On” approach during shifts. Work the front desk during peak times to lead by example. Professionally represent the hotel and property when interacting with guests from the community and industry organizations. Directly supervise the duties of an Assistant Front Office Manager and possibly one Front Office Supervisor.

Management Responsibilities: Interview perspective department personnel when appropriate. Maintain the proper two interview technique, procedures and check references. Confirm all new hire paperwork is completed accurately and submitted before the start of the new pay period. Assure there is a proper orientation process in place, including a property tour. Keep training materials current and accurate. Staff development may process through the use of manuals, our on-line training system, training guides, tests and tools. Follow prescribed process and checklists. Monitor appearance of employees. Prepare department scheduling to assure front office coverage. This will assist with guest service, hospitality and room standards being carried out by the staff. Perform all accountabilities in a timely and efficient manner. Follow established company policy and project a favorable image of the hotel to achieve objectives, public recognition and acceptance. Keep immediate supervisor promptly and fully informed of all problems, or unusual matters of significance. Bring these items to his/her attention to allow prompt corrective action, when appropriate. Perform all necessary supervisory functions to effectively and efficiently manage the personnel assigned. Help assure our front office guest service, hospitality standards, and guest rooms standards are carried out by the staff and received by our guests. Refer to Housekeeping job descriptions for guest room standards expectations. Conduct monthly departmental meetings, bi-weekly supervisor meetings, and monthly individual rap sessions. Plan for and actively participate in the weekly hotel staff department meeting. Attend and actively participate in management meetings, as directed by GM. Conduct and/or attend meetings to maintain favorable working relationships among company employees and promote maximum morale, productivity and efficiency. Plan, document, present and hold yourself and your team accountable to their own set of projects and goals for the property. Follow up frequently. Attend and participate in monthly one-on-one meetings with GM. Review goals/projects with GM and complete assigned tasks. Follow all OSHA and hotel safety policies and procedures. Maintain a pro-active Worker’s Compensation program. This will help to insure the safety and well being of our employees. In the event an employee is injured, verify a First Report of Injury form is completed, within 24 hours of the incident. Confirm that all Worker’s Compensation forms get filled out and submitted. Follow all state and federal labor and employment laws. Do not hire anyone, under the age of sixteen, to work on our property. (see General Manager for any state specific exemption)

Front Desk Responsibilities: Accurately supervise all future reservations to secure each guest a room, while maximizing total room occupancy. Provide reservation liaison with other Regency properties in order to maximize the total occupancy. Provide effective sales efforts to maximize room revenue. Conduct daily inspection of Front Office area, lobby space, brochure racks, etc. to verify cleanliness and orderly condition. Review and maintain Front Desk log, sweep sheets, and maintenance requests. Maintain Front Desk Yield Calendar. Monitor reservation system for close out dates, rates, and room type availability.

Revenue Management Responsibilities: Responsible for channel and distribution management. Ensure property is open and bookable. Partner with revenue management to maximize revenue, ensure revenue strategy goals are being implemented both systematically and with front desk staff. Ensure rate and restriction updates are done in a timely manner. Build promotional rate plans and ensure staff is aware of promos and specials. Manage group blocks with Sales team and manipulate inventory accordingly to ensure property is bookable to transient guests. Track performance of rate codes and channel distribution to identify trends and opportunities. Clearly communicate the strategy to front desk.

Office Responsibilities: Handle guest complaints, as necessary. Complete group and corporate tracking reports, monitor the results. Prepare reports, as requested, to develop a more informative database for improved management decision-making and critical evaluation of work activities. Maintain all equipment properly, keep and maintain a complete supply inventory. Maintain an active posture in total property operations. Complete competitive rate and amenity survey, as necessary. Closely monitor inter-departmental communications. Take an active part in property budgeting process and subsequent quarterly projections. Ensure competitive call arounds are done daily.

Qualification Standards: The individual must possess the job knowledge, skills and abilities, as well as be able to explain and demonstrate that he or she can perform the essential functions of the job. This being with or without reasonable accommodation, using a combination of knowledge, skills and abilities.

Education: High School Diploma or GED. Some college preferred.

Experience: Front desk experience required. Supervisory experience required.

Licenses or Certificates: State requirements

Specific job knowledge, skills and abilities: • Communicate well to staff and guests, verbally and in writing. • Possess supervisory, training skills and critical thinking. • Operate computer, navigate property management system and have basic knowledge of spreadsheets and word processing. • Knowledge of hotel and competitive market. • Possess organizational, planning and goal setting skills. • Act independently with minimal or no supervision. • Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, labor relations, and corporate and property-specific policies.

Physical Requirements: • Most work performed indoors. Temperature is moderately warm. • Stand for long periods of time while helping guests. • Requires sitting (if allowed) then standing for long period of time. • Requires walking back and forth while helping guests. • Requires bending down and picking up supplies. • Climb steps in hotels that do not provide elevators. • Lift 35 lbs. occasionally.

Appearance Guidelines: Business casual attire is required. See manager dress and appearance guidelines. Also, one must maintain a neat, clean and well-groomed appearance.

Benefits: Medical, Dental, Vision, 401K, short term and long-term disability, hospital indemnity, critical illness, basic life & AD&D, Voluntary Life, & Accident.

Equal Opportunity Employer.