Front Office Manager - Holiday Inn Express and Suites Norfolk

Department: Front Desk

Reports to: General Manager

Summary: Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone.

Duties and Responsibilities:

1. Participates in the selection of front office personnel.

2. Trains, cross-trains, and retrains all front office personnel.

3. Schedules the front office staff

4. Supervises workloads during shifts.

5. Evaluates the job performance of each front office employee.

6. Maintains working relationships and communicates with all Departments.

7. Maintains master key control.

8. Verifies that accurate room status information is maintained and properly communicated.

9. Resolves guest related problems quickly, efficiently, and courteously.

10. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.

11. Reviews and completes credit limit report.

12. Works within the allotted budget for the front office.

13. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.

14. Checks cashiers in and out and verifies banks and deposits at the end of each shift.

15. Enforces all cash handling, check cashing, and credit policies.

16. Conducts regularly scheduled meetings of front office personnel.

17. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

18. Upholds the hotel's commitment to hospitality.

Requisite

REASONING ABILITY: Must have developed reasoning abilities to the point to be able to:

• Apply common sense understanding to carry out instructions furnished in written, oral,

or diagram form.

• Ability to add, subtract, multiply and divide numbers; and ability to calculate figures and

amounts such as discounts and percentages.

• Read and interpret business records and statistical reports.

COMPUTER SKILLS: Must have sufficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued software programs implemented at the hotel, including but not limited to Microsoft Word, Microsoft Excel, Dropbox, Microsoft Outlook, Company-issued internet browser programs, and Company-issued electronic mail programs.

[NOTE: Company-issued software programs may change from time to time; the Front Office Manager individual is required to learn the new programs and upgrades as soon as practicable after such items are provided to the hotel.]

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL CONDITIONS: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors.

• Must be able to change activity frequently and cope with interruptions.

IMPORTANT NOTE: Essential functions of this job are described under the headings above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of the Company and/or the hotel.