Front Office Manager

Posting Number:S13959PWorking Title:Front Office ManagerDepartment:PSO-Cont Ed-Aux Oper-HotelAbout The University Of Georgia:Since our founding in 1785, the University of Georgia has operated as Georgia’s oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly formed School of Medicine.About The College/Unit/Department:The University of Georgia Center for Continuing Education & Hotel is hiring motivated, dependable, and team-orientated individuals for jobs that advance UGA’s mission of Public Service and Outreach. The Georgia Center, located on campus across from Stegeman Coliseum, is the campus hub for the development and administration of non-credit professional and continuing education courses as well as home of the only on-campus hotel.College/Unit/Department Website:www.georgiacenter.uga.eduPosting Type:ExternalRetirement Plan:TRS or ORPEmployment Type:EmployeeBenefits Eligibility:Benefits EligibleFull/Part Time:Full TimeAdditional Schedule Information:Monday – Friday, 8-5pm; evening and weekend work as needed.Advertised Salary:$56,000 - $69,000 (commensurate with experience)Posting Date:08/04/2025Open Until Filled:YesProposed Starting Date:09/01/2025Location of Vacancy:Athens AreaEEO Policy Statement:The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).USG Core Values Statement:The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.Classification Title:Service/Maintenance ManagerFLSA:ExemptFTE:1.00Minimum Qualifications:Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.Position Summary:The Front Office Manager (FOM) is responsible for leading a cohesive Front-of-House team known as the Front Office (FO) that fosters a positive business environment charged with consistently delivering exceptional service to Georgia Center (GC) guest’s, visitors, and staff.The FOM’s FO Team Will Consist Of:Assistant Front Office Managers (AFOM)Front Office Supervisors (FOS) – Front DeskFront Office Supervisors (FOS) – ConciergeFront Desk ClerksNight AuditorsReservationistsGroup Room CoordinatorFront Desk student staffConcierge student staffIn Addition To Oversight Of And Directing All FO Service Operations Within Multiple Departments, Guest And Employee Satisfaction, Human Resources, General Maintenance, And Financial Results Of The Teams Assigned; The FOM Will Also:Analyzing workflow, establishing priorities, developing standard operating procedures (SOP), and setting goals and objectives.Performing high level administrative tasks, such as scheduling and assigning work for service/maintenance staff, performing personnel actions such as hiring, firing, training, performance evaluations, and organizing payroll/time sheets, and developing policies and procedures within the hotel division.Take a leadership role in division technology applications, training, and implementation of systems utilized by the hotel division.Be the point person for monitoring customer feedback through our various channels, ensuring appropriate communication in response to this feedback.Tracking and reporting on all division metrics as required by the Hotel General Manager. Review, approval, processing and tracking of division accounts payable as required by the Hotel General Manager.All other duties and schedules as assigned and designated by senior GC leadership.This FOM reports to the GC’s Hotel General Manager (HGM).The FOM will work with other hotel divisional Back-of-House leadership including the Executive Housekeeper, Assistant Executive Housekeeper, Housekeeping Supervisors, etc. on operations that overlap their respective areas of responsibility. The HGM will be available to mediate any issues or concerns arising in the normal course of business.Knowledge, Skills, Abilities And/or Competencies:Positive attitude and outgoing personalityGood verbal and written communication skillsGood organizational and time management skillsDetail orientedComputer literateStrong work ethicPhysical Demands:Stand/sit for extended periods of time at work post or in operational areas.Stoop/squat, bend, lift/carry, and reach for minimal periods of time as necessary.Driving as needed to perform job-related tasksIs driving a responsibility of this position?:YesIs this a Position of Trust?:YesDoes this position have operation, access, or control of financial resources?:YesDoes this position require a P-Card? :NoIs having a P-Card an essential function of this position? :NoDoes this position have direct interaction or care of children under the age of 18 or direct patient care?:NoDoes This Position Have Security Access (e.g., Public Safety, IT Security, Personnel Records, Patient Records, Or Access To Chemicals And Medications):YesCredit And P-Card Policy:Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.Background Investigation Policy:Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.Duties/Responsibilities:Lead a cohesive team that fosters a positive business environment charged with consistently delivering results.PersonnelProvide vision, leadership, strategy, and accountability to inspire the FO team members to deliver exceptional service that focuses on the guests through employee development and motivation.Direct responsibility for recruitment, employment, training, supervision, and evaluation of the FO staff.Ensure the FO has the necessary resources and support to have appropriate staffing, properly trained, to meet the operational standards for all areas within your span of control.Through daily shift communications, weekly staff meetings, monthly team meetings, and attendance at monthly division meetings, provide your teams with the necessary information to carry out their responsibilities.Create an open forum for discussion on all work-related issues the teams may have.Create a Culture of TeamworkSafety and SecurityEnsure all safety and emergency management policies, programs and training steps are developed, implemented, and monitored.Update, monitor, communicate and verify that all safety and security responsibilities for your teams are implemented and followed.Other duties as assigned.Percentage Of Time:40Duties/Responsibilities:StandardsDevelopment of new and/or updates to existing SOPs that set the expectations for all position responsibilities.Define what success looks like for each area of responsibility.Development, implementation, and ongoing evaluation of performance and presentation standards for all areas within the FO.Customer ServiceApply the philosophy behind our Credo, Motto, Steps to Service, and Standards of Excellence to all team activities.Ensure all team members understand our standards for:-Presentation-Professionalism-Verbal and written communications-Phone etiquette-Rote BehaviorsPercentage Of Time:20Duties/Responsibilities:FinancialIn conjunction with the HGM, participate in the development of a sales plan that contributes to optimum market share for the hotel; oversee implementation, monitor results, and submit recommendations for changes as warranted.Based on history, develop staffing standards for scheduling based on hotel arrivals, stayovers, departures, and non-hotel visitor traffic patterns.Schedule appropriate staff to meet guest needs while balancing labor costs to budget and/or standard.Calculate labor costs associated with the schedule and provide explanation for variances to standard.Evaluate the cost of labor at completion of schedule vs scheduled costs and critique any variances.Monthly, critique labor costs to standard for the month and year to date by wage category.Monitor and approve purchasing and inventory controls to ensure the department operates within budgeted guidelines.Monitor costs monthly for items in The Market:-Removed from inventory for date expiration.-Review for accuracy, approve when accuracy is verified, and submit invoices in a timely manner-Ensure all reports within your teams, and for the division are accurate and submitted within assigned deadlines.Utilized for GC purposes with no revenue.Not accounted for – loss.Invoices:Keep accurate files on all invoices processed.Reporting:Property Management and Revenue ManagementMonitor and maintain guest room reservations through group sold blocks, hotel-only blocks, transient/leisure travelers (including third-party online travel agents, etc.Communicate regularly with Sales and Event Management division be it Sales leads for Hotel-only or group negotiated rates.Monitor and ensure house inventory through block maintenance, third-party coordination with commissions and rebates.Percentage Of Time:15Duties/Responsibilities:Customer Relationship ManagementEnsure that all guests that submit feedback receive a timely response thanking them for taking the time to share with us their experiences.Practice service recovery techniques in your communications for any issues mentioned or scores below our acceptable thresholds.Communicate issues with the appropriate unit/staff for correction or training.Present weekly, monthly and annual results to the hotel team, highlighting any areas of excellence and/or opportunity, and trends.Duties/Responsibilities:TrainingDevelopment and implementation of training programs for all positions that direct the trainers and trainees on expected activities and results.Ensure all new employees successfully complete their training program & have it documented in their personnel file. Employees that do not successfully complete their training will have these deficiencies detailed, and corrective action taken.Monitor implementation and effectiveness of training programs for each area, measured by observation, customer feedback, and employee surveys; communicate results, recommend appropriate changes, and monitor implementation.Percentage Of Time:10Contact Details:For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.Recruitment Contact Name:Leta SalazarRecruitment Contact Email:leta.salazar@uga.edu