Roedel Companies, LLC, headquartered in New Hampshire, is an integrated hotel company that manages, develops, and invests in hotels. We are a performance driven company that works through teams that develop and manage work processes to meet our objectives. We are committed to providing an exceptional employment, guest and investor experience through a company culture driven by team processes. We hire bright, energetic, passionate people dedicated to a common purpose, goals and working approach for which we hold ourselves mutually accountable.
Position Summary: Under the direction of the General Manager, the Front Office Manager is responsible for all aspects of supervision of the Front Office and night audit staff. He/she is also responsible for all aspects of Front Office Operations including guest service, reservations, and night audit. The Front Office Manager manages room inventory, PMS accounting, facilitates effective communication both intra and inter departmentally, ensures compliance with brand standards as they pertain to the front office, establishes, and ensures compliance with front office procedures. The Front Office Manager is responsible for upholding the company’s Core Values.
Responsibilities and Duties:
- Manage, coach and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide excellent guest satisfaction.
- Check and control room reservations, front office systems, and supplies inventory, scheduling, forecasting, payroll and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar.
- Communicate with guests and front office team both verbally and in writing via email to answer questions and provide clear direction in advising and instructing staff in the details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
- Implement and monitor all corporate/brand marketing programs.
- Perform site inspections, which requires bending, stooping, reaching overhead and moving throughout guest floors.
- Assists in check in/check out of guests or any related guest service activity.
- Perform other duties as requested and directed by the General Manager. For example, special requests from guests.
- Participates in Manager on Duty program requiring weekends, constant monitoring throughout hotel and troubleshooting problems.
- Levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Specific Job Knowledge and Skills:
- Considerable knowledge of OnQ PMS, Hilton PEP and computer systems for registration, reservations and backup systems, including but not limited to Impulsify, Agilysys and Microsoft Office.
- Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
- Ability to read, write, speak and understand the English language to communicate with guests and employees.
- Thorough organization and supervisory skills proficient in accomplishing the task.
- Ability to develop subordinates to enhance advancement in the hotel and company.
- Ability to analyze complex statistical data and make judgments accordingly.
- Ability to effectively deal with internal and external guests, some of whom will require high attention.
Other Expectations:
- Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
- Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
- All team members must maintain a neat, clean and well-groomed appearance (specific standards available).
- Complies with health and safety rules, regulations and procedures to maintain a safe environment.
Qualifications:
