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Front Office Manager

ESSENTIAL FUNCTIONS

Encourages team spirit among staff members with leadership and guidance.

Communicates effectively both verbally and in writing to provide clear direction to staff.

Assigns and instructs guest service, front office a, reservations and front desk agents in the details of work. Observes performance and encourages improvement.

Uses creative management skills to solve problems. Ensures compliance with Edward Village standards to ensure consistent high quality guest relations.

Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.

Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

Handles guest relocations as required.
Prepares daily forecast of expected arrivals and departures.

 

PHYSICAL REQUIREMENTS:

List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing, driving, sight, travel, etc.

Physical Activity                                  Frequency

Walking, standing                                  Constant

Crouching/Bending/Stooping                 Frequent

Pushing/Pulling                                     Occasionally

Stooping                                              Constant

Twisting                                                Constant

Lifting and carrying                                Frequent up to 20 pounds.

Reaching                                              Constant

Grasping                                               Constant

Talking                                                  Constant

Hearing                                                 Constant

Near Vision                                           Constant

Far Vision                                             Constant

Smell                                                    Constant

OTHER DUTIES

Assimilate into The Edward Village Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Edward Village from time to time, is essential to the successful performance of this position.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

Front Office staff                                                                       

Bell/Valet

Reservations

 PBX

 

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to analyze information and make effective judgements.
Ability to access and accurately input information using a moderately complex computer system.

QUALIFICATION STANDARDS EDUCATION

High school graduate or equivalent required. 4-year college degree preferred.

EXPERIENCE

Two years combined prior front desk and supervisory experience is preferred.

LICENSES OR CERTIFICATES

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred. NOTICE:

The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

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