Overview
KWB, LLC (Hotel Partners) – Job Description
Job Title: Front Office Manager
Reports To: General Manager, Assistant General Manager
Exempt Status: Exempt
Basic Purpose: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Responsible for the short-term planning and day-to-day operations of the Front Office Department. Recommends, implements and monitors the Department’s budget and manages expenses within approved budget constraints.
Essential Functions
- Implement company programs (KWB/Franchiser) and manage the operations of the Front Office to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service. (20%)
- Prepare forecasts and reports and assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff available to provide top quality customer service. (20%)
- Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)
- Assist GM/AGM, as appropriate, with the Human Resources functions within the department in order to attract, retain and motivate the associates; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. (10%)
- Liaise with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)
- Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (5%)
Non- Essential Functions
- Perform special projects and other responsibilities as assigned by AGM, GM or District Manager. Participate in task forces and committees as requested.
- Maintain good working relationships and open lines of communication with all other departments.
- Perform the Manager on Duty functions as assigned.
Job Specifications (Knowledge/Skills)
Education: Four-year college degree or equivalent education/experience.
Experience: 2-3 years of experience in a related position with KWB or other Hotel Companies.
Skills And Abilities
- Requires knowledge of discipline-specific KWB policies, procedures and services and general knowledge of other departments in the hotel.
- Requires supervision/management skills.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Ability to communicate in English. Second language desirable (language dependent upon the needs of the hotel).
- Ability to handle cash and credit transactions.
- Ability to enforce all company rules and SOPs.
- No. of associates supervised: 2-12 associates.
- Travel required: Minimal. May be required to attend supplemental Management training classes.
Hours Required
45-50 hours over a five-day period. Day, evening, or night audit shift depending upon business demands/needs (including weekends/holidays). This job requires anytime availability and the ability to work any shift, and the job is primarily an evening and weekend job. It will require you covering call-ins in addition to covering requests for time off shifts.
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.
#J-18808-Ljbffr