Front Office Manager - Palette Hotels

Position: Front Office Manager

Required Skills and Requisites:

• Excellent communication skills. Ability to convey information and ideas through a variety of media; engaging the audience and helping them understand and retain the message. Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions. Requires effective reading, writing and oral comprehension.
• Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Minimum of two years front office supervisory/management experience in a hotel property of similar size and quality.
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Must be able to work a varied schedule that may include evenings, nights, and weekends.

Responsibilities and Duties:

Financials:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

People:

• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards.

Guest Experience:

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests, computes monthly occupancy forecasts, maintains and updates Front Office Procedures Manual.
• Meets or exceeds all Service Standards within department.
• Works with General Manager to ensure awareness and compliance to all company safety and security policies and procedures. Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area.
• Works under direction of General Manager to determine staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service.
• Gives input on department hires, coaches and develops team members. Assists with the evaluation of team performance and takes appropriate corrective action as needed to hold team members accountable.

At Palette Hotels, we are dedicated to creating and sustaining meaningful hospitality careers for our associates. We support our associates with highly competitive salaries, outstanding health, benefits, extensive training and development programs, promotion within the organization, and a positive team-based culture where people make the difference.

Palette Hotels, is an equal opportunity employer with policies prohibiting unlawful discrimination on the basis of any protected classification under applicable local, state and/or federal laws, which can include race, color, creed, sex, national origin, age, veteran status or physical or mental disability unrelated to job requirements.

Palette Hotels policies also provide for a drug-free workplace, where the use, possession, or influence of illegal drugs or alcohol while on company time is generally prohibited. An employee's use (or abuse) of legally prescribed medication may also implicate company policy, where it impairs judgment or work performance or otherwise creates workplace safety risks.