Title: FRONT OFFICE MANAGER Location: United States-Virginia-Virginia Beach Job Number: 2400020J Job Summary: Position is responsible for managing daily operations of the front desk reservations and group reservation office for the lodging program. Duties and Responsibilities: Ensures security measures are maintained at all times. - Ensures guest privacy is maintained at all times. - Must possess a welcoming manner and positive attitude demonstrate effective communication skills professionally interact with guests answering guest questions concerning hotel facilities and provides information about local attractions. Provide assistance in handling customer complaints involving management as necessary. - Supervises all front desk operations and reservations including cashiering reservations and room assignments to maximize occupancy. Trains instructs and supervises personnel assigned to the Front Desk both in a formal training setting and on-the-job training. - Plans and schedules ongoing production oriented work for all front desk personnel on a daily weekly monthly and quarterly basis adjusting staff levels as required to meet workload demand. - Participates in hiring front desk staff evaluates and counsels staff completes performance evaluations approves leave requests and recommends performance awards. - Reviews reports from the Night Audit concerning occupancy vacancy call accounting system and other related areas. This includes statistical analysis reporting procedures and analyzing audit reports to ensure accountability of personnel and revenue. - Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties as required. - Acts as the resident expert regarding the Hotel s Property Management System PMS key card system and CORE inventory management system. - Utilizes the PMS to access guest information retrieve reservation information change or cancel reservations as requested by the guest or register guests. Verifies the registration information secures a credit card for incidental expenses and authorizes the credit card for room charges. - Provides guests with their room key or card. - Resolves administrative problems routine operational issues and complaints related to front desk operations. Provides recommended solutions and draft procedures for review and implementation to higher management. - Oversees the front desk change fund and coordinates cash audits quarterly. - Responsible for the accountability of all keys and any other inventory maintained at the front desk. Keeps the front desk and lobby area clean and neat. - Reconciles room status with the housekeeping report. Coordinates with the housekeeping department to ensure rooms are ready for occupancy. May be required to run print and interpret various reports from the PMS such as Accounts Receivable reports Expected Arrivals Departure List In-House Guest List and Night Audit reports. Performs other duties as assigned Qualifications: GENERAL EXPERIENCE One year of experience in administrative professional investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment. Ability to effectively communicate both orally and written with proficient English. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE 1 year of academic study above the high school level successfully completed in a hotel lodging hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field. AND SPECIALIZED EXPERIENCE Two years of responsible experience in administrative supervisory professional or technical work that demonstrated knowledge of front of house hospitality operations or similar work which demonstrated knowledge and abilities within a guest services environment. Including basic math and reading skills experience with computers knowledge of software programs including knowledge of the property management system and experience handling large amounts of cash. Job: Management
