Front Office Manager
Job Description

Supervisor’s Title: General Manager
Department: Front Office
Exempt Status: Hourly/Nonexempt, Manager/Nonexempt or Manager/Exempt depending on location

JOB SUMMARY

Responsible for supervision of Front Office operations and personnel, including Front Desk Associates, Front Desk
Supervisors, Night Auditors and Van Drivers.

GENERAL CONDITIONS THAT APPLY TO ALL POSITIONS

• A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• Some requirements may exclude individuals who post a direct threat of significant risk to the health and safety of themselves or other employees.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job‐related instructions and perform any other job‐related duties as specified by their supervisor.
• Requirements are representative of minimum level of knowledge, skills, and/or abilities or aptitudes to perform each duty proficiently.
• This document does not create an employment contract, implied, or otherwise, other than an “at will” employment relationship.

ESSENTIAL FUNCTIONS

Directing Team Members

• Hire, train, supervise, and coach and counsel team members.
• Schedule team members – taking into consideration expected Guest arrivals and departures, occupancy levels, Guest service needs, and budgetary guidelines.
• Conduct regular staff meetings to review new procedures and solicit input from employees.
• Prepare and render annual performance evaluations for all team members.
• Constantly maintain effective training programs, ensuring personnel are highly productive.
• Enforce proper grooming and dress code for department personnel.
• Ensure that all operations of Front Office equipment are understood – including software and computer systems.
• Ensure that proper cash control and key control programs are in effect and followed.

Guest Service

• Ensure that all Guests are dealt with in a professional, consistent manner.
• Handle Guest issues, complaints, and requests and proactively resolve in a manner satisfactory to both the

Guest and the hotel.

• Ensure that all Guests receive a courteous and efficient check‐in and check‐out experience and Guest service standards are followed at all times.
• Ensure proper delivery of all Guest requests.
• Ensure proper procedures are in effect and followed for Guest safety deposit boxes.

Front Office Manager Job Description page 1 of 2 As of 12/1/16

Front Office Manager
Job Description

Revenue

• Maintain a constant awareness of budget and daily revenue figures.
• Ensure that all Front Office team members follow all credit, accounting, and revenue controlling procedures.

Miscellaneous

• Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with

Guests, clients, co‐workers, and management.

• Complete daily, weekly, monthly, and quarterly reports as required.
• Ensure that all forms, logs, files, and reports are printed, stored, and used properly.
• Ensure that personnel are educated on emergency procedures.
• Ensure that effective communication is maintained with all team members, as well as with all other departments in the hotel.
• Maintain Front Office area keeping it clean and well‐organized with supplies stocked.

Perform all other duties as directed, developed, or assigned.

QUALIFICATIONS

• Education and/or Experience: A four‐year college degree or equivalent experience required. Supervisory experience preferred.
• Language Skills: Ability to read, write, and verbally communicate in English. Ability to communicate effectively and professionally with other departments, Guests, and vendors. Ability to diplomatically handle difficult situations and people.
• Technical Skills: Knowledge of hotel property management system. Basic computer skills including word processing, spreadsheets, and email. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, report, or schedule form.
• Certificates, Licenses, Registrations: Valid driver’s license, vehicle insurance, food handler’s permit.
• Other Skills and Abilities: Experience in meeting deadlines and multiple priorities of business demands as required. Able to work with little or no supervision. Operate office equipment such as, but not limited to, printers, fax machine, and copiers. Ability to perform the essential functions of Front Desk Associate, Front

Office Supervisor, Night Auditor, Van Driver, and Guest Service Attendant. Ability to work flexible hours including evenings, weekends, and holidays.

PHYSICAL REQUIREMENTS

• Seeing – Must be able to see well enough to read reports, drive, and use a computer.
• Hearing – Must be able to hear well enough to communicate on the phone and in person.
• Standing/Walking/Mobility – Must be able to stand to operate office machinery. Must be able to move between departments.
• Climbing/Stooping/Kneeling – Must be able to climb four flights of stairs. Must be able to stoop and kneel for short periods of time.
• Lifting – Must be able to lift up to 25 pounds.
• Fingering/Grasping/Feeling – Must be able to write, type, and use the phone system.

TRAVEL REQUIREMENTS

• Occasional overnight business travel.

Front Office Manager Job Description page 2 of 2 As of 12/1/16

Front Office Manager
Job Description

DISCLAIMER

I have read, understand and voluntarily commit myself to the general guidelines contained in this document. I also understand that this is only a basic description of my job, and it does not, nor is it intended to, outline all of the specifics of the responsibilities that I will be expected to perform. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Employee Signature Date

Front Office Manager Job Description page 3 of 2 As of 12/1/16

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Bellevue, WA 98004: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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