Front Office Manager

A&R Hospitality Management is seeking a Front Office Manager who is genuine, friendly, resourceful, career oriented and dedicated to providing exceptional customer service to become part of our team at the Hampton Inn, Gulf Shores, AL. In return, A&R Hospitality Management will offer competitive salaries, career opportunities, training, benefits, and a fun working atmosphere, that rewards you for your hard work. Specific job requirements and duties are below:

General Responsibilities:

Directly supervise all front office personnel and ensure proper completion of all front office duties. Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas. Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area. Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions:

Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.

Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

Profit:Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

Guest Service: Ensure that the hotel meets/exceeds Brand standards for guest satisfaction.

Leading: Motivate, coach and train Front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Standard Operating Procedures.

Specific Responsibilities:

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the A&R Director of Operations.
• Be proficient on the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follow up.
• Be proficient on the use of all front office equipment such as credit card machine, copier and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

Optimum Attributes:

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well groomed and professional appearance.
• Open with praise, discrete with criticism.

A&R Hospitality Management operates multiple hotels in the southeast with an emphasis on the Gulf Coast and is a fast growing company operating brands under the Hilton, IHG, Wyndham, and Choice flags. Our company operates some of the most desirable hotels in Mobile, Pensacola, Gulf Shores, and Gulfport markets offering a variety of career opportunities at our existing and brand new properties.