Front Office Manager

Job Description
Scope of Position
The Front Office Manager oversees all aspects of the front desk, bell/valet operations, including guest registration, reservations, guest services, and staff supervision. Responsibilities include ensuring efficient operations, resolving guest issues, coordinating with other hotel departments, managing budgets, and maintaining high standards of guest service. The Front Office Manager also handles administrative tasks such as hiring, scheduling, training, and performance evaluations for front desk employees. Additionally, the Front Office Manager is responsible for implementing hotel policies and procedures to ensure guest satisfaction and adherence to the highest industry standards.
Schedule Requirements
The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all exempt team members may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on vacation weekends that are celebrated on Mondays, this can include Mondays. All exempt staff must be aware and able to work all weekends;
requesting time off fora vacation weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.
Key Relationships
Internal:
Reports to the General Manager of the Weekapaug Inn.
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ensure that resort standards for guest services, décor, and housekeeping are met.
Answer questions from guests and staff about the resort'spolicies and services.
Coordinatethe resort's front-deskactivitiesand resolve problems and guest complaints.
Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
Ensure that guests are treated courteously, and requests for special services are carried out.
Coordinate reservations and room assignments for guests, members, and property owners.
Setbudgets, approve expenditures, and allocate funds accordingly.
Oversee the daily workflow of the front desk, bell/valet departments.
Ensure that the daily report is completed, and pertinent information is properly documented.
Contact proper authorities in case of emergencies and complete all necessary paperwork associated with any on-property incident.
Responsible for promoting and upholding the Company’s standards, policies and procedures so that they become an intricate part of the everyday operation.
Maintain communications flow with Resort General Manager and all other stakeholders.
Maintain confidentiality of guest/employee information and pertinent company data
Supervisory tasks include managing the team performance, preparing weekly schedules, training, and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing required reports and payroll.
Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance.
Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
Represent the Company with a positive attitude and professional presentation.
Follow sustainability guidelines and practices related to the Company’s sustainability programs.
Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.