Front Office Manager

· Ensure efficient guest registration, check out and telephone service. 

· Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly. 

· Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.

· Direct and train front desk staff and operators. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

· Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager. 

· Ensure all necessary reports and forms are completed daily.

· Must be able to stand and exert well-paced ability for up to 4 hours in length.

· Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

· Must be able to exert well-paced ability in limited space.

· Must be able to lift up to 15 lbs. occasionally.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

· Ability to spend extended lengths of time viewing a computer screen.

· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

· Requires manual dexterity to use and operate all necessary equipment. 

· Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.