Front Office Manager

Reports To: Director of Rooms

Supervises: Front Desk Agents, Bell/Valet, Night Audit

General Purpose: The Front Office Manager is committed to guest service excellence and passionate about promoting the 21c Museum Hotel. Thorough and task-oriented, the FOM can complete menial and substantial tasks under various conditions. The Front Office Manager is multi-skilled and can hop into any position within their department at any time. The Front Office Manager should be skilled at creating a culture of care, concern, and accountability.

Specific Responsibilities

• Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
• Responds to inquiries regarding hotel information and guest concerns.
• Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Oversees all day-to-day operations of Front Desk and Bell/Valet staff, ensuring that all established front office and hotel policies are followed.
• Acts as a resource for supervisors, agents, and valet with all Front Office procedures.
• Tirelessly promotes 21c to staff and guests, a cheerleader for the team and the brand.
• Facilitates guest arrival and departure during peak times to ensure a smooth transition into and out of the property.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
• Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and provides follow-up with guests and log is completed.
• Oversees all Concierge duties completed by staff, from transportation services to package amenities and arrangements.
• Has complete knowledge of the hotel’s emergency procedures.
• Implements new procedures and policies.
• Reviews any problems or concerns from the previous day’s night audit and daily work. Addresses any issues with the entire staff or individual front desk associates, whichever is appropriate.
• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
• Conducts one-on-one meetings with front desk associates at least quarterly.
• Conducts necessary progressive disciplines according to policy

• Coordinates with the Rooms Manager to conduct annual reviews promptly.

• Back up for Rooms Manager during an absence.
• https://careers.accor.com/global/en/job/fro