Job Summary:

　　The Front Office Manager will be responsible for day to day Front Office operations including the staff of Front Desk, Night Audit, Valets operations and PBX operator. Ensures the Front Desk staff provides exemplary service to all hotel guests to deliver a memorable guest experience.

　　**Please note, Mainsail is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

　　Essential Functions

　　Ensures complete guest satisfaction and follows up on all guest issues and concerns in a timely manner.

　　Proficient in hotel property management systems including but not limited to Oracle Hospitality, Lightspeed or OPERA PMS.

　　Leads staff by example while managing and motivating front desk personnel.

　　Process guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

　　Coordinates the pre-arrival process to ensure guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel standard.

　　Maintains guest confidentiality.

　　Develops and implements the guest arrival experience to provide a unique and memorable hotel welcome.

　　Develops and implements mobile check-in arrival experience utilizing Hospitality Platform INTELITY Guest Mobile App.

　　Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.

　　Responds to guest requests or feedback and takes action to address all Front Desk issues.

　　Utilizes all functions of Marriott’s GXP platform

　　Ensures full compliance of Marriott Brand standards and the passing of department Quality Assurance items.

　　Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.

　　Recognizes and communicates to team any hotel VIPs and provides extra touches when warranted.

　　Empower Front Desk staff to act and resolve guest issues to the best of their ability.

　　Provide local information for shopping, dining, nightlife, and recreational destinations.

　　Receive, store, and deliver luggage and mail/packages.

　　Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Desk staff. Resolves guest accounting issues as needed.

　　Respond to guest inquiries.

　　Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.

　　Report accidents, injuries, and unsafe work conditions and act as needed, complete safety training and certifications.

　　Completes Front Desk schedule per labor guidelines and ensures that all shifts are covered in the event of staff call-offs.

　　Report any suspicious activity or unusual items in room.

　　Ensures Front Desk staff adheres to hotel grooming guidelines.

　　Report any irregular behavior from guests in public areas and or in room.

　　Ability to take initiative and handle assignments with limited supervision.

　　Follow all hotel policies and procedures as outlined in the team member handbook.

　　Maintain cleanliness and order of work area.

　　Manages departmental profit and loss statement in compliance with operating budget

　　Any other duties requested by management.

　　Hotel Performance

　　Ensure successful performance assisting guests with an exceptional experience.

　　Qualification Standards

　　Education & Experience

　　2-year associates degree or higher preferred

　　Minimum 2 years Hotel Front Desk managerial experience

　　Excellent phone & customer service skills

　　Excellent communication skills, both verbal and written

　　Ability to use technology e.g. tablets, iPads

　　Physical Demands

　　Ability to sit or stand for extended periods of time

　　Ability to bend

　　Ability to lift, pull 40 lbs.

　　Ability to communicate clearly

　　Corrected vision to normal range

　　Ability to work long hours as needed

　　Mental Demands

　　Make sound judgments quickly

　　Work on multiple tasks, making appropriate progress towards deadlines

　　Able to work independently, take direction, and provide direction to others

　　Manage differing personalities within the office, the hotel, and the community

　　Maintain the highest degree of confidentiality

　　Ability to work effectively in stressful, high pressure situations

　　Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

　　NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

　　We are an equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is our policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by federal state and/or local law.

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