Job Title: Front Office Manager
Department: Front Office
Reports to: Clubhouse Manager
Supervises: All Front Office Staff
Job Summary:
Responsible for the daily operation of the Front Office, to include hiring, training and supervising staff; preparing and managing the budget, goals and annual marketing plan; developing and implementing policies and procedures to ensure member and guest satisfaction; managing reservations and concierge service; and the proper completion of all Front Office tasks.
Responsibilities:
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Hire, train and conduct periodic performance reviews for all Front Office Staff
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Supervise workloads during shifts and ensures checklists are completed properly
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Supervise scheduling of all staff and entering schedules and changes into Attendance Enterprise
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Monitor time and attendance policy
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Develop and implement Front Office standard procedures of operation and service training programs to ensure standards are achieved.
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Ensure the proper completion of checklists for all Front Office staff.
- Resolve guest problems and billing problems quickly, efficiently and courteously.
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Expedite guest check-ins and departures and perform Front Office operations.
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Ensure Front Office Staff has correct hours of operations and important information about the Club’s outlets.
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Manage Front Office retail merchandise and cash, credit card, and petty cash procedures.
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Maintain inventory of all supplies and keep equipment operational.
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Follow up promptly with all member/guest requests, inquiries, and concerns and document all transactions in a daily log.
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Provide concierge service as requested including creating an itinerary for members and guests to further enjoy their stay; manage shuttle ticket sales for home football games.
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Ensure accurate management of reservations, to include confirmation letters, late cancellation fees and no show fees; complete and maintain all group reservation procedures; organize and run annual lotteries for guest rooms; ensure special requests are honored; and maintain waiting lists to ensure maximum guest room sales on high demand dates.
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Manage room sales to include ensuring guest room access is equitable for all members; collecting and analyzing information required for revenue records; managing lotteries for guest rooms; maintaining the Club’s website with current information on guest rooms.
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Use initiative and creativity to promote guest room reservations during periods of traditionally weak demand and develop an annual marketing plan for guest room sales.
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Maintain effective relationships and communication with all other departments.
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Work with the Clubhouse Manager to articulate a department vision that aligns with the vision for the Club.
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Conduct periodic staff performance reviews, develop annual department and individual goals and take responsibility for their achievement.
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Prepare the annual budget for the Front Office department and ensure all budgeted objectives are met.
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Perform any special projects as assigned by the Clubhouse Manager.
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Ensure subordinates practice safe work habits and serve on the Club’s Safety Committee.
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Prepare Front Office news article each month for the Club’s newsletter.
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Ensure NorthSide reservation procedures are followed by Front Office Staff.
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Conduct periodic meetings of Front Office Staff; attend regular Rooms meetings, regular meetings with Clubhouse Manager, and meetings for other outlets as requested/required.
Qualifications:
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Working knowledge of Microsoft Office to include Word, Excel and Outlook; Ability to learn JONAS Hotel Management software and Point Of Sale billing.
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Previous experience in marketing, hospitality sales, or revenue management preferred.
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A college degree, preferably in hospitality management or a related industry.
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A minimum of 4 years of experience in a hotel, resort, club or similar environment.
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A minimum of 2 years supervisory experience preferred.
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Ability to work well with the general public and provide excellent customer service.
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Ability to perform multiple tasks, while maintaining a pleasant demeanor.
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Requires professional communication skills, a high level of organizational skills and good attention to detail.