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