Position Summary

The Front Office Manager is responsible for the efficient and professional management of the Front Office, Reservations, PBX Operations, Transportation and Valet for a 228-room resort. The Front Office Manager has overall responsibility for the operation and supervision of the Front Office. This position handles the requests and transactions of the hotel guests and management, and coordinates with the other departments as necessary. Team Members must utilize available resources to provide excellent Guest Satisfaction.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Ensures that all Front Desk, Reservations, PBX, Transportation and Valet employees provide our guests with friendly, courteous and timely service!
2. Implements and enforces departmental service standards for Front Desk Agents, Door Attendants, Bell Staff, Transportation Drivers and Valet Attendants.
3. Ensures and oversees that all staff in the department are fully trained in technical, customer service and sales skills.
4. Conducts performance evaluations and documents discipline of employees in a timely manner when necessary.
5. Supervises the daily operations of the Front Desk, Reservations, PBX, Transportation and Valet Departments to comply with SOPs, maximize revenues and motivate employees
6. To ensure an optimal level of quality service and hospitality are provided to the hotel guests.
7. Prepares work schedules and assigns personnel to meet demands. Ensures that payroll costs conform to budget by scheduling and monitoring staffing levels to ensure that the department is staffed appropriately for business demand without any overtime.
8. Develops, manages and monitors department budget, forecasts revenue. Monitor and control daily revenues and expenses, ensure procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits.
9. Interacts with Housekeeping to coordinate timely room readiness and room projects.
10. Works closely with Casino marketing to ensure that casino requests are handled with priority. Coordinates with Hotel Sales and convention services regarding room blocks.
11. Coordinates with Valet Parking to ensure smooth arrival and departure for guests.
12. Coordinates with Reservations to ensure smooth arrival for guests.
13. Communicates closely with the Front Office Supervisors, Director of Housekeeping, Convention Services Manager, Sales, Night Auditors and Lead Concierge to ensure follow-up on any special issues, guest requests, etc.
14. Reviews daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc., and to escort VIPs to their rooms.
15. Ensures adherence to all credit procedures in the Front Office; review high-balance report and follow up on credit problems with Controller.

1. Keeps the General Manger of Resort Operations informed on a timely basis of any variances to the norm.
2. Creates an environment of teamwork through strong communication, mentoring, and providing guidance and support. Provides recognition for team member performance excellence.
3. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

1. Provides direct management and supervision to all reporting Team Members typically for a larger department, operational area or more complex professional department.
2. Functions as an advisor to the operations and sets goals that are results oriented, organized, and account for business challenges.
3. Guides the team to achieve a well-defined structure and efficient operation.
4. Delegates responsibilities to the most qualified Team Members through observing and understanding strengths and weaknesses.
5. Creates an environment of teamwork, through communicating common goals, shows appreciation for team members contributions and on-going support, and leads by example.
6. Collaborates and communicates effectively in a professional and articulate manner.
7. Demonstrates strong knowledge of all reporting departments/operational areas.
8. Strong analytical and critical thinking skills to identify problems, generate solutions, and implement them.
9. Performs other job-related activities as assigned.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of room management systems software.
2. Must have excellent customer service skills.
3. Must have excellent written and oral communication skills.
4. Experience with conducting employee performance reviews.
5. Effective leadership capabilities.
6. Organization/planning skills.
7. Ability to maintain a flexible work schedule.
8. Sound administrative skills and business management skills.
9. Proven ability to recruit, train, and motivate personnel to balance staffing strength with profitability and growth.
10. Proven ability to create and manage budgets.
11. Experience with developing an organizational structure that supports operational/performance expectations.
12. Ability to create and implement guest service standards and procedures.
13. Ability to proficiently use Microsoft Office programs.
14. Strong analytical, numerical and reasoning abilities.

Education and Experience

Required:

1. Bachelor’s degree in Hospitality Management, Business Administration or other related field.
2. Three (3) years of front desk/office experience.
3. Two (2) years in a supervisory capacity.
4. High School diploma or GED equivalent required.

Note: Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles. (up to 20 lbs.)

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion. (Up to 20 lbs.)

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward. (Up to 20 lbs.)

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

• Visual acuity to operate motor vehicles or heavy equipment.
• Environmental conditions: Activities occur inside and outside
• Noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.