• Front Office Manager – Red Lion Wenatchee

Reports to: General Manager

Department: Front Desk

• Summary:

The purpose of the Front Office Manager (FOM) position is to train and supervise the Front desk departments so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. The overall operations of the Front Desk includes room rental, reservation management, scheduling front desk, training, record keeping, billing, report preparation, guest relations, service reports, following service and quality policies, and operating procedures in accordance with the hotel’s policies/procedures and the brand’s standards for quality, cleanliness, guest satisfaction, as well as safety and security.

• ESSENTIAL DUTIES:

The FOM position is that of a working manager and is expected to fill shifts front desk shifts where needed.

Because the FOM oversees the department in a 24/7 environment, the FOM must be proficient and reliable to work all three front desk shifts as needed. The FOM, like the GM, must be on-call 24/7 including weekends and holidays.

Professional certification, training, and travel may be required to maintain the FOM position

The FOM acts as the manager on duty in the absence of the GM and is capable of taking management responsibility for the property under direct supervision of the GM.

Must be capable of training all Guest Service Representatives in all front desk shifts.

• Service – Front of House

Training Guest Service Reps on the accurate completion of the Guest service standards of the brand as well as communication standards set by standard operating procedures. FOM is required to provide service feedback to all agents, coach and council them as needed. Also responsible for assisting with documentation of current staff, New Hire, and Termination process. All information to be signed off by GM.

• Service – Back of House

Insure communication flows in a timely accurate manner to and from the Front Desk to the Housekeeping and Maintenance departments through verbally, as well as through email and CMS. This will require Guest Service Reps to log hotel service issues into CMS.

• Weekly Job Overview:

Weekly and Monthly job routines are designed to facilitate the day to day operations of the Front Desk department and also to take a strategic approach at service improvement. The following FOM activities are designed to support these weekly procedures:

Accurately schedule the front desk weekly for the next two weeks, and ensure accurate timekeeping of front desk payroll hours.

Inventory office and guest service related supplies, brand collateral, sundries, and with GM’s approval, complete orders within budget

Reviews brand specific service program scores and guest feedback with all staff.

Review guest comments and respond to all reviews.

Assist front desk staff and housekeeping to log and maintain and return lost and found items in Chargerback according to hotel policy.

Processes posting masters, opened folios, late cancelations and no-shows on a daily basis.

• Marketing and Revenue Overview:

The FOM is also expected to be proficient in all PMS functions and also some yield management functions and controls.

Manages all property and yield management functions day of.

Manages accuracy of all group blocks by working closely with the Sales Department, including reservations and billing.

• For Customer Service and Guest Satisfaction:

Maintain a high standard of personal appearance and proper uniform within entire department

Greets guests, visitors and staff in a courteous and friendly manner

Smile, acknowledge and greet guests in rooms and/or in passing

Respond to guests request for supplies (example: towels, ironing board, soap, etc)

Assists guest and staff with anything that they may need from Guest Services or Housekeeping

Performs other duties as assigned, requested, or deemed necessary by management.

When asked, inspect or clean public areas to insure high level of presentation

• For Safety and Security:

Be proficient and train dept. staff in Safety and Security Policies

Report any suspicious activity of guest, visitors or staff

Announce presence before entering guest rooms

Maintains security for guests and property by keeping room doors locked at all times

Write up Guest Incident reports as needed

Perform duties in accordance with Safety and Security Policies

Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

• Physical, Mental and Environmental Requirements:

Physically and visually able to utilize a computer keyboard, printer, phones, and basic office machines

Firm and simple grasping is an ongoing requirement for all aspects of work

Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs. and may be for a distance of 5 to 15 feet

Able to stand and walk 90% of the work day and sitting is usually limited to short break

• Physical, Mental and Environmental Requirements (continued):

Reaching is required up to 50% of the time and may be combined with other activities such as pushing, pulling, and bending in all phases of work. Overhead reaching is usually limited to approximately 25% of the time.

Twisting of the body at the waist is required approximately 40%-50% of the time.

Bending and stooping are required up to 20% of the work day

Crouching and kneeling are usually less than 10% of the time.

Crawling is required less than 5% of the time

Climbing of stairs is usually required less than 5% of the time

• Skills, Educational Background and Experience:

High School Diploma, GED, or equivalent years of relevant work experience required

Previous experience with supervision of staff required.

Previous front desk experience required

Previous customer service experience Required

Friendly but professional demeanor, excellent communication and customer service skills required

Good organizational and prioritization skills are important

Prior computer experience using windows based software preferred

This job description describes the general nature of the duties and responsibilities of this position and are explained during training and reviewed during your employment. These duties may be amended from time to time.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Wenatchee, WA 98801: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

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