Front Office Manager

SUMMARY: Manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

DUTIES AND RESPONSIBILITIES:

• Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services.
• Understands and promotes a culture of responsibility for those “Within our Care”.
• Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times.
• Directs, implements, and maintains service standards.
• Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff.
• Monitors guest registration, check-out, and telephone service.
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints.
• Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable.
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Assists front office staff with resolution of guest problems/complaints as needed.
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions.
• Monitors social media and travel sites for response and trends.
• Prepares accurate and timely reports as required.
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow.
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations.
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises all front office employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

• Bachelor’s degree (B.A.) or equivalent preferred.

• Four years related experience or equivalent.

• Proven leadership and business acumen skills

• Demonstrated proficiency in supervising and motivating subordinates

• Basic competence in subordinates’ duties and tasks

• Good judgement with the ability to make timely and sound decisions

• Excellent written and oral communication skills. Bilingual skills a plus.

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

• Acute attention to detail. Strong organizational, problem-solving, and analytical skills.

• Ability to manage priorities and workflow.

• Proficient on Microsoft Office, brand internet platforms, Profit Sword.

• Excellent customer service skills.

• Ability to understand and follow written and verbal instructions.

• Professional appearance and demeanor.

• Ability to effectively communicate with people at all levels and from various backgrounds.

• Acquire and maintain required certification for site safety and fire safety for city of New York.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates. Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People-- Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products, and services; Continually works to improve supervisory skills.
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness--Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand
• Frequently required to walk
• Occasionally required to sit
• Frequently required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Frequently utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items up to 25 pounds
• Occasionally exposure to wet and/or humid conditions (non-weather)

• Occasionally/Frequently/Continually exposure to outside weather conditions
• Occasionally exposure to extreme heat or cold (non-weather)
• Occasionally exposure to bloodborne and airborne pathogens or infectious materials