Front Office Manager at White Lodging in Erie, Pennsylvania

Job Description:

Position Information
Location: Courtyard Erie

Summary

Responsible for the management and organization of all areas of the Front Office, including the Front Desk, Bell Stand, Concierge, AYS/PBX, Valet Parking, Transportation Department, and Concierge/Executive Lounge. Continually strive to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.

Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Ensures staff can deliver on the White Lodging Service Pledge.
• Ensures Front Office staff perform all brand-required standards and can pass a brand standards audit.
• Ensures Front Office staff can pass White Lodging safety audits and internal audits.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Analyzes and critiques wage reporting.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Ensures maintenance on PMS, PBX, Movie, WiFi, and all other Front Office systems.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Reviews group cover sheets and ensures staff is prepared to meet customer demands.
• Ensures staff communicates effectively with the Housekeeping team.
• Monitors and coaches service recovery.
• Maintains overnight Front Desk staffing and standards.
• Maintains productive relationship with Valet Parking provider.
• Ensures employees are treated fairly and equitably.
• Manages employee progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Works nights, weekends, and holidays as necessary.
• Perform other duties as assigned.
Key Accountabilities
• Guest Service Scores - ensure goals are met for all guest service related measurements
• Department Budget - Meet budgeted wages and general expenses
• Associate Relations - Associate Engagement Survey plans and actions implemented and measured

Other information

SKILLS
• Extensive knowledge of Front Office operational procedures
• Ability to select and develop talent
• Effective decision making skills
• Strong problem-solving skills
• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting, and capital expenditure planning
• Ability to acquire and maintain relationships e.g. associates, customers, vendors
• Ability to effectively manage labor productivity
• Strong communication skills (verbal, listening, writing)
• Resourcefulness
• Passion for guests and associates
• Inspires followership

EDUCATION/EXPERIENCE
• College degree required (minimum of a 2-year degree).
• Experience in similar leadership role required.

WORKING CONDITIONS
• Lift, carry or otherwise move up to 10 lbs. regularly.
• Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
• Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
• Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.