Front Office Manager - West Hollywood, United States - The London West Hollywood at Beverly Hills

The London West Hollywood at Beverly Hills
The London West Hollywood at Beverly Hills
Verified Company
West Hollywood, United States

1 day ago

Mark Lane

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Mark Lane

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Description

The Front Office Manager reports to the Director of Front Office Operations and helps to ensure customer satisfaction, quality service and compliance with company policies and procedures while meeting/ exceeding financial goals.

In this role, the Front Office Manager is responsible for genuinely caring about our guests while managing the activities of team members in guest registration, bell services, concierge services and night audit to ensure guest satisfaction and maximizing hotel profitability.

When on property any guest or team member issues will involve their direction. After business hours and on weekends this manager is the "Acting General Manager" making all necessary manager decisions.

Duties & Functions

  • Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Respond to all guest reviews and surveys and assist in maintaining the overall service goals.
  • Motivate, coach, counsel and discipline all Front Office team members.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
  • Responsible for all incentive paid outs for the Front Office department including upsells, concierge commissions, bell attendant porterage.
  • Maintain SOP's for purchase orders, vouchering of invoices and checkbook accounting
  • Work closely with Accounting on followup items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis.
  • Ensure staff greet and welcome all guests approaching the Front Desk.
  • Must maintain constant communication with Housekeeping and Reservations.
  • Follow and enforce all hotel credit policies.
  • Ensure team members are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other team members.
  • Monitor all V.I.P.'s, special guests and requests.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Manage, develop and coach Assistant Front Office Managers.
  • Perform Front Office team member performance reviews.
  • Represent and/or assist The Director of Front Office in all necessary meetings, as required, to ensure effective interdepartmental communication
  • Liaise with Director of Front Office Operations/Assistant Manager on all issues/feedback raised in internal and external reports as it pertains to guest satisfaction.
  • Handle escalated guest queries and requests as needed.
  • Record all/any incidents that occur in the hotel, log and follow up with the Director of Front Office Operations.
  • Ensure compliance with hotel credit policy and financial SOP's.
  • Meet and welcome regular and VIP guests.
  • Know the current and future availability situation at any given time.
  • Manage and oversee performance management processes, including training and development.
  • Process time edits for entire department and create department schedule.
  • Achieve budgeted revenues and expenses and maximize profitability related to the rooms department.
  • Lead daily lineup meetings
  • Assist revenue management with the implementation and execution of programs to ensure room occupancy and Average Daily Rate objectives are met.
  • Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
Job Requirements

  • At least 4 years of progressive front office operations experience and 2 years in a managerial role
  • A 4year college degree preferred; or a 2year college degree and 6 or more years of related experience.
  • Must be proficient with OPERA PMS

Requirements:


Education

  • High school diploma or GED.

Skills and Experience (Essential)

  • At least 18 years of age
  • Basic computer skills
  • Must be able to read, communicate effectively and have superb interpersonal skills
  • Must be able to work well under pressure while retaining tact and composure when resolving guest complaints

Skills and Experience (preferred)

  • Management or supervisory experience
  • Experience with programs such as Vision One, Galaxy, Lightspeed or RTP
  • Communication in other languages is helpful
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