FRONT OFFICE MANAGER

Job Description For Front Office Manager(HOZ) in Durham,United States.
21C MUSEUM HOTELSCompany DescriptionIf you love saying YES and enjoy engaging with the community by leading with ART, 21c Museum Hotels is one of the pioneering examples of bridging the worlds of art and hospitality.
We combine a multi-venue contemporary art museum, boutique hotel and a chef driven restaurant to create a unique and welcoming opportunity.
ome join our Flock!Job DescriptionReports To.
Director of RoomsSupervises.
Front Desk Agents, Bell/Valet, Night AuditGeneral Purpose.
The Front Office Manager is committed to guest service excellence and passionate about promoting the 21c Museum Hotel.
Thorough and task-oriented, the FOM can complete menial and substantial tasks under various conditions.
The Front Office Manager is multi-skilled and can hop into any position within their department at any time.
The Front Office Manager should be skilled at creating a culture of care, concern, and accountability.
pecific ResponsibilitiesResponds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
esponds to inquiries regarding hotel information and guest concerns.
upervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
versees all day-to-day operations of Front Desk and Bell/Valet staff, ensuring that all established front office and hotel policies are followed.
cts as a resource for supervisors, agents, and valet with all Front Office procedures.
irelessly promotes 21c to staff and guests, a cheerleader for the team and the brand.
acilitates guest arrival and departure during peak times to ensure a smooth transition into and out of the property.
ourteously answers inquiries and accepts reservations referred from agents, both in person and by telephoneKeeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
ontrols cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
eviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and provides follow-up with guests and log is completed.
versees all Concierge duties completed by staff, from transportation services to package amenities and arrangements.
as complete knowledge of the hotel's emergency procedures.
mplements new procedures and policies.
eviews any problems or concerns from the previous day's night audit and daily work.
Addresses any issues with the entire staff or individual front desk associates, whichever is appropriate.
onitors room inventory to achieve balance and pushes associates to sell out.
Trains staff in this strategy.
onducts one-on-one meetings with front desk associates at least quarterly.
onducts necessary progressive disciplines according to policyCoordinates with the Rooms Manager to conduct annual reviews promptly.
ack up for Rooms Manager during an absence.
ualificationsStrong leadership skills.
ood eye for detail.
xcellent organizational skills.
ble to draw ideas from the supervised team, develop and put them into actionThrives in a fast-paced environment where multi-tasking is normal.
njoys people and has experience dealing directly with the public with an acquired general knowledge of basic customer service skills.
orking knowledge of guest and hotel services, policies, or operations.
Working knowledge is generally learned on the job.
ossesses a talent for developing positive connections with guests, resulting in fewer recovery instances and more effective problem resolution.
actful and empathetic in stressful and highly emotional situations.
nderstand hotel front office procedures completely.
nderstands standard cash handling procedures and operation of computerized cash register systems.
xcellent verbal and written communication skills, with the comprehension and literacy required to review and respond to correspondence, initiate reports, conduct training, etc.
roficient with computer systems, Microsoft Office suite, Opera PMS, POS, etc.
ust pass a background check.
ducation/ Formal TrainingHigh School diploma or equivalent.
xperienceMinimum of 5 years of previous experience in Hospitality management.
dditional Information21c Museum Hotels is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic.
The EEO is the Law poster is available here.
http://www1.
eoc.
ov/employers/poster.
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