Front Office Manager

Front Office Manager

posted September 19, 2023

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Job Summary

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

  • Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
  • Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
  • Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
  • Effectively trains guest service agents on proper front desk procedures.
  • Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
  • May prepare weekly schedules for front office staff.
  • Address performance deficiencies of front office staff through coaching and disciplinary actions.
  • Complete performance evaluations for front office staff timely.
  • May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
  • Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
  • Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
  • Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
  • Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
  • Required reports are timely and of a quality that can be shared with corporate.
  • Rates are accurate and monitored daily.
  • Is proficient at managing inventory in the property management system.
  • Frequently meets with and reviews work generated by the night auditor.
  • Maintains regular attendance and is consistently on time.
  • Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
  • Performs any other duties as requested by supervisor.
  • Act as Manager on Duty when duty calls.

Knowledge, Skills & Abilities

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

  • A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
  • Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
  • Excellent verbal and written English communication skills are required.
  • Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
  • General office equipment and cash register operation knowledge is expected.

Physical Demands

  • Ability to stand and move throughout hotel function areas and continuously performs essential job functions.
  • Lifting up to 25 pounds
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing and smiling.
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Holiday Inn Miami North – I-95

174 Room Hotel

Holiday Inn Miami North – I-95

7927 NW 7th Avenue

Miami, FL 33150

Telephone (305) 751-8001

Sophisticated hotel near downtown Miami

Our property is located minutes away from Miami’s best attractions and beaches! Directly off of Exit 7 on Interstate 95, you are within a 15-25 minute drive to Wynwood, Downtown Miami, Port of Miami, Miami Beach, Key Biscayne, Miami International Airport (MIA) and Fort Lauderdale Airport (FLL). Come stay with us during the city’s major events such as Miami Boat Show, Ultra Music Festival, Miami Open, Jazz in the Gardens, Rolling Loud, F1 Miami and Art Basel! You can get to Bayfront Park, FTX Arena, Hard Rock Stadium, Marina Park or LoanDepot Park with ease and in no time from our location! Whether you are coming to the Magic City for work or play, you can definitely do both at the Holiday Inn Miami North I-95! Our hotel offers 174 mixed room types, free self parking, outdoor pool with sunbathing and seating areas, free fitness center, free business center and 4 meeting rooms totaling 1,779 sq. ft. of meeting space. Be sure to join us at The Cove, our onsite restaurant and bar offering breakfast, lunch and dinner for your added convenience and pleasure!