Front Office Manager

Job Description
Lead and manage all aspects of the Front Office department and ensure all service standards are followed for Front Desk, Bell, Royal Service, and support Valet and Concierge as needed.
Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
Handle guest concerns and react quickly, logging and notifying proper areas
Manage the departmental budget
Balance operational, administrative and Colleague needs
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Review the room availability and check status of departures on a daily basis.
Lead, coach, train, and mentor the Front Desk, Royal Service, and Bell team ensuring the correct sequence of events for proper registration and checkout of guests.
Manage staffing levels as occupancy fluctuates, and assign breaks and tasks
Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex).
Ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
Resolve guest and employee concerns expeditiously in a manner.
Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
Handle emergency procedures, emergency panel, and communication to guests during crisis situations.
Ensure efficient Talent Selection process within the department by leading recruitment efforts and talent management of team members
Champion employee engagement initiatives
Ensure monthly forecast for Front office is accurate and on target.
Execute labor standards and productivity in line with hotel target.
Develop and implement trainings &
SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL).
Champion the Loyalty program initiatives and enrollments in line with hotel target
Participate in ongoing training of associates for continued performance improvement.
Maintain a daily log of all guests’ opportunities with corrective action steps.
Perform duties of front desk and royal service as required
Other duties as assigned