Front Office Manager

Job Title: Front Office Manager

Reports to: General Manager

Status Exempt

Overview: A Kolter Hospitality Front Office Manager delivers service excellence to our guest by assisting the General Manager in creating a comfortable and welcoming environment, that promotes quality service and guest satisfaction. This position is responsible for managing the front office operations for the hotel.

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Performance Expectations

• Manage all aspects of front desk operations for assigned shift.
• Ensure all front office team members deliver the brand promise and provide exceptional guest service.
• Assist in greeting and checking in guests.
• Handle all guest issues in a courteous and efficient manner ensuring problem resolution is satisfactory.
• Responsible for the hiring, training, coaching and discipline of the front office team.
• Assist with weekly schedules to ensure they reflect business needs and are adjusted accordingly.
• Assist in ensuring an accurate payroll of front office department.
• Ensure front office team members are in proper uniform and adhere to the Company’s grooming standards.
• Ensure all brand standard training for the front office team is completed within the required time frame as dictated by the Brand.
• Ensure company policies are adhered to, relating to financial record keeping, money handling and licensing including timely and accurate report of financial information.
• Ensure daily arrival of VIP’s, special request rooms, long stay guest rooms are pre-blocked in advance.
• Work with housekeeping and engineering to block rooms as necessary for maintenance.
• Report any items in need of repair.
• Follow all safety procedures while working.