Front Office Manager

Job DetailsDescriptionUnderstands and upholds Chico’s Mission, Employment Guidelines, policies and procedures.Understands and follows all management policies and promotes Chico culture.Oversee the daily operations of the Front Office/Reservations department.Ensure exceptional guest service is consistently delivered.Manage Front Office/Reservations staff, including hiring, training, and scheduling.Implement and monitor policies and procedures to maintain workplace standards.Coordinate with other departments to facilitate smooth operations.Handle guest complaints and resolve issues promptly and professionally.Maintain occupancy and room rates to optimize revenue.Assist in preparing the department budget, and manage the budget accordinglyConduct regular staff meetings and performance evaluations.Ensure compliance with health and safety regulations.Monitor key performance metrics and develop improvement strategies.Oversee inventory management for front office supplies.Is responsible for handling escalated Guest or Employee issues as neededIs responsible for working alongside team members as scheduled. Will act as MOD as needed.Assists with on-boarding/training new employees.Communicates staff issues to Managers, including coaching and discipline, in an ongoing, consistent manner. Addresses conflicts privately and uses proper documentation.Assists in monitoring job satisfaction and individual development of staff.Follows department training on all duties and tasks.Answers telephone calls from guests seeking to make or cancel reservations.Greets arriving guests, assigns rooms, issues keys, collects guest payment and billing information.Answers guest requests for any special needs while in-house.Is responsible for accurate accounting of cash drawers and other accounting processes.Is responsible for daily opening and closing procedures.Is responsible for following protocol for call-in and/or covering shifts.Is responsible for adhering to departmental dress code and personal hygiene standards.Is responsible for maintaining cleanliness and organization in departmental work areaIs responsible for Front Desk Gift Shop (including inventory, ordering, invoicing, etc.)