Front Office Manager: Full Time Year Round

Front Office/Rsrv New Paltz, New York


 

BASIC FUNCTIONS AND RESPONSIBILITIES: 

 

The Front Office Manager is responsible for the leadership and management of the entire operation of the Front Office including Front Desk, Guest Services, Valet and Bellman Services, Switchboard, Overnight Clerk & Post Office and serves as the liaison for all interdepartmental communications. Direct reports for the Front Office Manager are Front Desk Manager and Guest Service Manager.  The Front Office Manager will support Guest Services and the Front Desk in a hands on fashion when the Guest Service Manager and Front Desk Manager are not present.  The Front Office Manager will also be the lead on monthly Service training/evaluations for both Front Desk and Guest Services employees.  The Front Office Manager leads a team of well trained and committed professionals to maintain the highest level of customer satisfaction in a high-paced and demanding work environment.
 

ESSENTIAL FUNCTIONS

 

  • Ensure full compliance to all Mohonk Mountain House operating controls, SOP’s, policies, procedures and service standards.
  • Demonstrate and maintain a professional work environment and consistent staff supervision and support.
  • Demonstrate leadership that inspires employee’s to exceed guest expectations.  Maintain high employee morale.
  • Communicate and interact effectively with other employees, guests, and others, from a variety of social, emotional, cultural and intellectual backgrounds.
  • Work effectively in groups and independently.
  • Discern and interpret nonverbal communication.
  • Communicate with others accurately and in a timely manner.
  • Assign staff daily assignments, observe daily interactions, provide ongoing coaching and monitor progress.
  • Oversee a variety of tasks including Front Office and Guest Services operations, accounting, customer satisfaction and emergency procedures and be able to lead a team during an emergency or crisis in a calm and concise manner.
  • Ensure that all Front Desk Agents, Valets and Bellman deliver the highest level of guest satisfaction and create an efficient warm and welcoming environment for Mohonk Mountain House guests.
  • Lead a team of Front Office and Guest Service staff associates who respond immediately to guest complaints and problems to ensure customer satisfaction.
  • Listen well, communicate effectively and establish effective working relationships with other staff, management, vendors and guests that have a variety of educational backgrounds and values.
  • Develop and implement short and long-term goals and objectives for the department and Mohonk Mountain House. In support of the MMH mission.
  • Conduct research and analyzes information and data to evaluate operation procedures and provide recommendations to Director.
  • Research industry trends regularly and maintain a current knowledge of common or trending practices in the industry.
  • Demonstrate organizational skills, proofreading skills, and produce well-written, error-free copies of both internal and external
  • Provide oversight and support to Front Desk Manager, Guest Service Manager, Front Desk Supervisor, Bell Captains and line staff and readily and willingly assist in performing all functions and jobs in the Front Office including: Front Desk, Switchboard, Post Office, Reservations, Bellman and Valet.
  • Resolve procedural, operational and other work related problems by communicating with and responding appropriately to a demanding and diverse public in answering questions, explaining department/company policies and handling complaints.
  • Institute and maintain staff appreciation programs in Front Desk and Guest Services.
  • Oversee the functions and duties of the Switchboard operation, including emergency procedures and response, alarm panel, portable radios and Zipit emergency communication systems and ensure adequate coverage across three shifts (24 hours) 365 days of the year.
  • Perform Manager on Duty responsibilities as needed.
  • Collaborate with Guest Relations Manager on training and supporting Night Managers.
  • Collaborate with Accounting to ensure proper routine maintenance of the cash machine, as well as serve as a trouble shooting manager of this machine.
  • Represent the Front Desk and Guest Services at the weekly Management and Engineering meetings
  • Oversee the successful hiring, training and evaluation of workers, ensuring that they meet the hotel’s standards of service.  The evaluation will include yearly employee appraisal and monthly service observations.
  • Oversee billing and accurate set up of accounts for guests. Ensure billing problems are resolved quickly and accurately.
  • Responsible for the annual development and oversight of the Front Office and Guest Service operating budget; provide periodic forecasts to stay within planned budget.
  • Regularly interface with other department managers and staff including: Accounting, Housekeeping, Security, Gatehouse, Conference Planning, Guest Services, Engineering, Sales, Call Center, Spa, F&B and Concierge
  • Familiarize and maintain a working knowledge of various Front Office operating systems and computer interfaces including Opera, Resort Suits, Shift 4, Reservation Assistant, NEC PBX and Salto.
  • Oversee/verify payroll for department staff and follow prescribed payroll procedures.
  • Oversee expenses and revenue for the Department and prepare accurate reforecasts. 
  • Work within department budgets and staffing guides.
  • Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
  • Prepare financial and administrative reports free of errors and omissions and in a clear, logical manner.
  • Work closely with accounting in conjunction with the Front Desk Manager to monitor accuracy of cashier posting, envelopes, and other departments cash/credit card summaries and ensure accurate set-up of accounts for each guest checking in according to their requirements (shares, separate room’s tax, incidentals, comps).
  • Demonstrate proficiency with Windows-based operating systems and use software including MS Word, MS Excel, MS Outlook.
  • Ensure guest room security and maintain the confidentiality of guest history.
  • Familiarize self and maintain a knowledge of up to 40 different room types, numbers, layout, décor, and location of all rooms.
  • Familiarize self and maintain a knowledge of room rates, promotions, special packages, hotel features/services, and hours of operation.
  • Operate vehicles safely while driving and/or parking in compliance with Mohonk Mountain House Traffic Rules and Regulations.
  • Monitor and evaluate work-related conditions to determine compliance with prescribed operating, safety regulations and Department guidelines.
  • Identify safety hazards, report, and follow up to see that corrective action is taken.
  • Check the working condition of equipment and machinery in accordance with specifications.
  • Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
  • Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff. 
  • Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
  • Maintain a flexible work schedule including days/nights, overnights, weekdays/weekends, holidays, and during peak periods of business.
  • Work additional hours beyond regularly scheduled work day (evenings and weekends) as necessary.
  • Maintain regular, predictable and punctual attendance during regularly scheduled work hours.
  • Attend events, programs, and trainings as needed to enforce and support Mohonk Mountain House policies and culture.
  • Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, making eye contact, initiating conversation and engaging with others.
  • Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards.
  • Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees.  Hear verbal instructions, directions and warnings.
  • Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, or stand for up to 5 hours at a time.
  • Lift up to 50 pounds from ground level to waist level and carries a distance of up to 150 feet with/ without assistance.  Walk up to 8 miles per day.
  • Maneuver carts or dollies safely with loads up to 100 pounds up and down stairs, elevators, through passageways or outdoors up to 250 feet/yards.
  • See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Work in office setting subject to continuous interruptions and background noises.
  • Work extended periods of time viewing a computer monitor and/ or operating a keyboard.
  • Work under stress from contact with public, demanding deadlines and changing priorities and conditions
  • Act calmly and effectively in emergency situations.

QUALIFICATIONS:

 

  • At least 21 years of age.
  • Valid Driver’s License with at least 2 years of fully licensed driving experience.
  • College Diploma or equivalent.
  • Minimum 3 years in hotel industry with supervisory experience and customer service/relations.
  • Experience in Accounting or auditing helpful.
  • Degree in Hotel/Hospitality helpful.

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.