Job Overview:
Front Office Manager/Operations Manager
SCOPE OF
RESPONSIBILITY:
Supervise and administer the operation of the
Front Desk/ Housekeeping
ESSENTIAL TASKS:
a. Interview and recommend candidates for hire in the Front Desk / Housekeeping
Department.
b. Participate in the orientation of each new Front Desk/Housekeeping employee,
completing the appropriate orientation paperwork.
c. Coach and counsel employees at the Front Desk/Housekeeping in a positive
fashion to produce improved work performance.
d. Recommend disciplinary action for violations of employee conduct
policy and poor performance of essential tasks. Complete
documentation on disciplinary situations for approval by the
General Manager.
e. Maintain an effective training program to ensure that all new
employees are properly equipped to execute their jobs. Personally follow up with new employees with roll playing and testing to ensure they are receiving the proper training.
f. Prepare work schedules to efficiently handle expected business
levels.
g. Be proficient in all Front Desk/ Housekeeping operations. Set standards through
providing leadership by example.
h. Occasionally prepare bank deposit when called to do so by the
General Manager.
i. Ensure that employees follow proper clock-in procedure. Monitor
hours worked to prevent overtime. Approve time cards for Front Desk employees weekly.
j. Maintain sufficient levels of supplies for the operation of the Front
Desk, Housekeeping and the Pantry. Use proper purchase order procedure when
Purchasing items.
k. Complete Income Audit checklist for each days work. Verify that
all work by the Front Desk Clerks and Night Auditor has been done
correctly and is accurate.
m. Transmit daily VISA/MasterCard sales to the credit card processing company through the electronic terminal. Ensure that all charges and credits transmitted balance to the day’s work and paper vouchers.
n. Process other credit cards and send on a daily basis. Match
payments to cards in City Ledger. Maintain batches until paid. Balance batches to ledger card on a daily basis.
o. Accounts Receivable: Ensure that all invoices are mailed daily and documented on A/R Trace Sheet with copies of invoice and statement filed in the A/R Binder. Balance A/R binder with PMS system every 3 days to ensure accuracy.
p. Assist with the collections effort on any accounts that are 30
days or more past due. Coordinate with the General Manager or Assistant General Manager on accounts that are more than 60 days past due for stronger measures.
q. Handle bad checks and credit card chargebacks. All incidences
are to be processed through the Front Desk machine and maintained in the appropriate file until resolved. Aggressive action is to be taken to resolve the problem credit cards and collect on the bad checks.
r. Research past bills for guests and send copies of receipts to
guests requesting them (only when you are sure that it is the person who registered for the room.) Require the guest request in writing with a signature when you are unsure.
s. Supervise the Night Auditors. Interview and recommend new
candidates for hire. Maintain an effective training program. Monitor their performance. Coach and counsel Night Auditors for improved performance as necessary. Recommend disciplinary action to the General Manager if necessary.
t. Coordinate front desk/Housekeeping schedules and be on call and available to
the front desk in high occupancy periods and when no associates
are available or a no show.
u. Ensure that all Brand Standards are being implemented and
enforced to effect an Outstanding QA score.
v. Actively train and lead the front desk/housekeeping team by example to ensure
that Guest Service scores meet or exceed desired goals. Ensure
all agents are trained for the Market Segment Task Force and
monitor production.
w. Oversee and assist in group arrivals and departures for a smooth
and professionally run operation.
y. Solely responsible for billing and reimbursements to be
completed on a weekly basis.
z. Coordinate placement of VIP in-room amenities.
aa. Participate in Hotel Manager on Duty (MOD)Program.
ab: Perform other duties as requested.
6. REPORTS TO: General Manager
Educational Skills
Type of Education: HS Diploma
Level of Education: Grade 12
Job Experience
Apprenticeship Program: none
Level of Experience: 6 months
Communication Skills
Speak English
Read English
Write English
Business Mechanical Skills
Typewriter 30 wpm Calculator
PBX proficient Computer literate
License/Certification automobile insurance certificate meeting current required minimums
Physical Activities and Requirements
Normal Work Position
Standing Lifting
Sitting Bending
Walking
Minimum Weight Employee must be able to lift:
10 pounds
Working Conditions
Hot Cold
Dirty at times Work Alone and with Hazardous materials others
may be present
Responsibilities
Care of Equipment: Frequent
Safety of Others: Frequent
Guest Contact: Frequent
Confidential Data: Frequent
Decision Making: Frequent
Supervisory Capacity: Frequent
Sensory Requirements:
Sight: partial
Hearing: full
Job Type: Full-time
Pay: $40,000.00 - $46,000.00 per year
Schedule:
- 10 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Ability to Relocate:
- Hattiesburg, MS 39402: Relocate before starting work (Required)
Work Location: In person