POSITION ID: RMS-01

Position: Front Office Manager

Reports to: General Manager; Director of Rooms

Management Position: Yes

Bonus Plan: No

Travel Required: Local

FLSA Designation: Exempt

Number of Employees Supervised: 8-25

Work Permit Needed: Those who do not already have legal permission to work in the United States will not be considered.

Jamsan Hotel Management Equal Opportunity Employer

POSITION SUMMARY

The Front Office Manager manages staff and day-to-day front desk, PBX, bell stand, concierge, night audit, security and transportation operations. The Front Office Manager manages responsibilities in alignment with senior management,
Company policies and procedures, brand standards and local, state and national regulations. Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives. Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans, and short/long term planning.
Reports, investigates and resolves violations to internal controls, policies, procedures, standards and regulations.

This position directly manages assigned staff and indirectly manages all subordinates. Articulates Company goals to the staff.
Demonstrates commitment to these goals through work ethic, integrity and respect for the Company and associates. Unites associates in a common commitment to achieve and exceed these goals. Works closely with management throughout the hotel and the Company. Impresses guests with quality and timely service in a pleasant and friendly manner.

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions.

• Manage front office services in compliance with policies, procedures, standards and regulations. Respond to all guests’ requests, complaints, praises and/or accidents presented at the Front Desk or other Department, through reservations, comment cards, social media,letters and or phone calls and follow up to ensure satisfaction.
• Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements. Manage staff schedules to ensure adequate coverage.
• Train and motivate associates to have positive and effective guest relations skills. Ensure staff compliance with all guest service basics such as uniforms, name tags and proper guest greeting.
• Regularly review service scores to identify areas needing improvement and implement appropriate changes.
• In conjunction with the Human Resources department, recruit, hire, train, coach, counsel, resolve conflicts, discipline and terminate staff as appropriate through fair treatment and in compliance with Company policy and procedures.

Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Administer and ensure all required training occurs including orientation, safety, fire, chokesaver and blood- borne pathogen. Prepare and conduct associate performance and salary reviews in a timely manner and in accordance with Company guidelines. Ensure staff compliance with internal controls, policies, procedures, standards and regulations. Insist on a work environment that is free from harassment. Promote the hotel as an employer of choice in the community.

• If necessary, develop action steps to correct any expense problems.
• In conjunction with Sales, sell and upsell hotel services to meet/exceed sales and financial objectives. Manage registration/key systems, guest transportation, promotions to capture more guests and a larger share of the local market.
• Ensure accurate guest bills, deposits and payments in compliance with policies and procedures. Ensure accurate and appropriate administration of frequent traveler benefits. Review and monitor internal control procedures. Report, investigate and resolve violations to policies, procedures and regulations. Review vendors, products and bills to ensure procurement of top quality products at minimum prices. Submit recommendations to senior management on internal controls, policies and procedures improvements.
• Manage and promote an accident prevention program to minimize liabilities and related expenses. Manage staff compliance with appropriate sanitary, safety, security and emergency policies, procedures, standards and regulations. Ensure staff is proficient in and compliant with sanitary, safety, security and emergency procedures.

Notify senior management of any potential liability and propose proper course of action to prevent the hotel from incurring any such liability. Recommend additional safeguards as appropriate. Practice safe work habits.

• Walk the operations daily to identify issues and to speak with and listen to associates. Ensure associates are properly trained in cash handling procedures and credit card transactions. Ensure adequate controls are installed and maintained for the protection of the hotel’s financial assets against loss or misappropriation. Manage inventories as appropriate. Ensure cleanliness and preventative maintenance programs are in place to protect assets and maintenance problems are promptly reported to Engineering through proper channels. Submit recommendations for changes and improvements to senior management.

POSITION ID: RMS-01

• Effectively and efficiently manage the staff, day-to-day operations and services. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally, to assist senior management in positioning the hotel as a market leader. Be a coach with a positive attitude on a daily basis. Implement, manage and comply with Company policies, practices and programs. Ensure compliance with brand standards and local, state and national regulations. Ensure optimal levels of quality service and hospitality are provided to guests. Maintain effective and useful business relationships with preferred hotel vendors, as appropriate. Regular and timely attendance with high standards of personal behavior, appearance and grooming including wearing the proper nametag when working.
• Ensure all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines. Approach all encounters and actions with guests and associates in a friendly, service oriented manner. Conduct regular meetings with staff to provide organizational information and educate associates on changes and activities. Communicate front office activities and plans with peers and superiors to obtain appropriate consultation, guidance and approval.
• Complete all required and requested reporting in a timely and accurate manner. Perform special projects and other responsibilities as assigned.
• Participate in required M.O.D. program as scheduled
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Company policy regarding Purchase Orders and checkbook accounting Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, credit report and maintain close observation of daily house count. Monitor selling status of house daily. Review allowances.
• Review daily Front Office work and activity reports generated by Night Audit.

REQUIREMENTS:

QUALIFICATIONS The Company may consider equivalent combination of acceptable education and experience

providing the knowledge, skills and abilities cited below.

EDUCATION AND EXPERIENCE:

High school education plus schooling in hospitality management, business or related major. Three or more years of related experience. Familiarity with hospitality industry practices preferred.

SKILLS AND ABILITIES:

To be successful in this role you must possess advanced conflict resolution skills and expert customer service skills.

Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures. Possess organizational skills that result in accurate, timely and thorough work. Ability to effectively and efficiently manage daily operations and resolve operational problems. Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance.

Possess strong listening, verbal and written communication skills with professionalism, diplomacy and confidentiality.

Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Consistent professional attitude and behavior with effective communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible, positive and efficient and applying the ability to improvise.

Strong English communication skills are required, the ability to speak, listen, write and identify distress signs. Ability to operate a computer, calculator, phone and other office equipment. Ability to satisfy the legal requirements for employment within the jurisdiction. All applicants being offered a position will be asked to authorize a background check in which results must return favorably to proceed with the hiring process.

HOURS:

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift

days, starting and ending times, and hours worked in a week.

POSITION ID: RMS-01

WORKING CONDITIONS & PHYSICAL EFFORT:

Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75% or more of the time inside

Work is normally performed in an interior hotel environment. The exposure to hazards or physical risks requires following basic safety precautions and use of applicable protective equipment.

While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include ability to frequently move around the hotel property; remaining in a stationary position for extended periods of time; bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

NOTE:

This description excludes most non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

__________________________________ __________________________________

PRINTED NAME DATE

__________________________________

SIGNATURE

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• South Burlington, VT 05403: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 3 years (Required)

Work Location: One location

Please Note :
epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.