FRONT OFFICE MANAGER

Company: Wyndham Garden Norfolk
Location: Norfolk
Posted on: June 7, 2021

Job Description:

Job DescriptionTo assume full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations and telephone service operations, while maintaining established revenue, expense and quality standards to ensure an efficient operation that provides levels of service that consistently exceeds visitor, guest and ownership expectations.Qualifications: Minimum of 5 years of a full service hotel front office supervision with at least 3 of those years as a FOMBachelor's degree preferredExcellent written and verbal communication skills and leadership skillsPlan and organize work of others, to include schedulingAbility to work independently in a fast paced environment.Ability to accept full responsibility for managing an activityComplete all tasks, reports, projects, etc. in a professional and timely mannerMust be flexible and available for work evenings, weekends, and holidaysAbility to deal with general public, customers, associates, with tact and courtesy at all timesAbility to communicate effectively to the property staff and corporate level team.Must be proficient with computer system, Microsoft Office, as well as with specific property management systems - Opera experience very desirableAdaptable to frequent changes of pace and able to manage workload though frequent interruptionsAbility to thoroughly understand and analyze rate strategy, build initiatives, and inventory management.Analyze and interpret established policiesHave a general knowledge of government regulations and policies regarding the business operationAbility to stand during entire shiftCash Handling and control and basic account maintenance Opera PMS system knowledge preferredRequirements:To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.To be readily available at all times to anticipate, prevent, and solve problems or complaints and address them through reservation notes, comment cards, letters, and/or phone calls in a courteous and efficient manner.Follow up on Guest satisfaction. Resolve all internet reviews on customer service and reply to them through the proper internet channel. Motivate, coach, counsel, and discipline all Guest Services personnel according to Wyndham SOP'sPrepare and review employee schedules according to business forecast, payroll and budget guidelines, and productivity requirementsMaintain all Wyndham SOP's Maximize Room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house countAttend weekly room revenue and forecast meetingsTo ensure maximum room occupancy within agreed overbooking policy.To ensure effective liaison between reservations and front office staff with other departments (e.g. housekeeping).To ensure that cash handling and credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.Coordinate all aspects of the Wyndham philosophy of service across department and accounts are balanced daily.To ensure that all Front of House staff is properly dressed and groomed at all times.To Ensure that Front of the House staff is, at all times, attentive, friendly, helpful and courteous to all guests, managers, and other employeesTo ensure that incoming and outgoing telephone calls are handled promptly and courteously.To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected.To carry out or ensure that regular On-the-Job training is taking place to agreed standards.To ensure maximum security in all areas under your control.Maximize efforts towards productivity, identifying any problem areas and assist with implementing solutions. To act as Manager on Duty and attend Management Meetings as required.To ensure accurate and timeliness submission of all reports and administrative work.To monitor trends within the industry and make suggestions how these could be implemented.Additional DetailsBonus Plan: YesWork Permit Needed: Applicants who do not already have legal permission to work in the United States will not be considered.Other: Vacation, Holiday Pay, Health/Vision/Life Insurance, Matching 401K Accommodation: NoManagement Position: YesEntry Level Position: No

Keywords: Wyndham Garden Norfolk, Norfolk , FRONT OFFICE MANAGER, Other , Norfolk, Virginia