Front Office Manager

Company: Marriott Pittsburgh City Center
Location: Dravosburg
Posted on: September 21, 2023

Job Description:

When you think of hotel companies and opportunities, there are always some that stand out. That is why you landed at Team Crescent. We stand out in the hospitality industry because we believe in our people and our culture.

Engaged, satisfied and dedicated associates are the key to our success. We deliver comprehensive benefits and innovative programs to inspire personal and professional development. We are a company that embraces and celebrates diversity, equity, and inclusion.

Our full-time associates enjoy competitive salaries and a generous benefit package including:

Medical, Dental and Vision Insurance

401(k) with Company Match

Paid vacation, sick, and holiday time

Tuition Reimbursement

STD/LTD

Group Life Insurance

All associates are eligible for:

Free employee meals

Hotel discounts (including friends and family discounts)

Employee Assistance Program

What will you be doing?

The Front Office Manager is responsible for ensuring the operation of the Front Desk and Guest Services Departments are attentive, friendly, efficient, and courteous, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

--- Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
--- Motivate, coach, counsel and discipline all Front Office personnel according to Hotel S.O.P.'s.
--- Develop employee morale and ensure training of Front Office personnel and execution of Crescent Hotels and Resorts standards.
--- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, close the house as needed, etc.
--- Review Front Office staff's worked hours for payroll compilation and submit on a timely basis.
--- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
--- Ensure that no-show revenue is maximized through consistent and accurate billing.
--- Maintain Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
--- Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Hotel S.O.P.'s.
--- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
--- Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
--- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
--- Monitor proper operation of the Phone system console and ensure that employees maintain Hotel S.O.P.'s in its use.
--- Ensure staff greet and welcome all guests approaching any member of the Front Office team in accordance with Hotel S.O.P.'s.
--- Ensure implementation of all Hotel policies and house rules. Understand hospitality terms.
--- Create S.O.P.'s and revise existing ones as needed.
--- Ensure sign off of all Service Standards by Position for Front Office staff.
--- Assist in preparation of revenue and occupancy forecasting.
--- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
--- Must maintain constant communication with all departments.
--- Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department.
--- Ensure correct and accurate cash handling at the Front Desk.
--- Follow and enforce all Hotel credit policies.
--- Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associatess.
--- Establish and maintain key control system.
--- Focus the Front Office Department on their role in contributing to the guest satisfaction and audit scores.
--- Monitor all V.I.P.'s and special guest requests.
--- Maintain required pars of all front office and stationary supplies.
--- Review daily Front Office work and activity reports generated by Night Audit.
--- Conduct meetings according to Hotel standards as required by management.

What is required?

3 years Hotel Front Office experience in a leadership role.

Brand experience a plus

Excellent customer service skills

Keywords: Marriott Pittsburgh City Center, Pittsburgh , Front Office Manager, Executive , Dravosburg, Pennsylvania