Grove Hotel Front Office Manager

at Block 22 Management Group in Boise, Idaho, United States

Job Description

 JOB SUMMARY:

The primary responsibility of the Front Office Manager is to assist the Rooms Division Manager and Shift Managers with operational coverage for all aspects of the hotel and ensuring optimum guest satisfaction in the key guest areas of front office.  All duties are to be performed in accordance with departmental Block 22, LLC’s policies, practices, and procedures.
 

Leading Front Office Team 

· Ensure all front-of-house departments adhere to standards of providing an AAA Four Diamond Hotel experience for guests and team members. 

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

· Encourages and builds mutual trust, respect, and cooperation among team members.

· Serves as a role model to demonstrate appropriate behaviors.

· Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employee’s absence.

· Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

· Ensures recognition of employees is taking place across areas of responsibility.

· Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

· Celebrates successes and publicly recognizes the contributions of team members.

What I Will Be Doing

· Coordinate with various departments to ensure smooth operation and guest expectations are met during all shifts

· Liaise with security teams to advise of any security concerns or advisement.

· Liaise with and respond to needs of leased tenant space including fitness center, other outlets as needed.

· Respond to emergency situations including fire control panel room, other emergency procedures and liaising with appropriate emergency response personnel as needed. 

· Manage and assist with the hotel bank, provide change as needed to outlets in a timely and efficient manner.

· Coordinate with department staff for resolution of guest-experience areas including public space cleanliness, guest room needs, restaurant/bar and other property facilities. 

· Opening work order/maintenance tickets using HotSOS or other hotel management program.

· Conducting individual room inspections utilizing housekeeping inspection checklist and reporting quality assurance results to Director of Housekeeping and Hotel Manager.

· Assist with reservation and guest inquiries in an efficient and timely manner.

· Work to remedy and resolve any guest concerns or challenges to ensure the satisfaction of hotel guests or outlet patrons during their stay/visit.

· Respond to all guest reviews in a professional and timely manner. (Expedia, Canary, GSS, etc.)

· During guest relocation situations, work to identify and coordinate smooth transfer of guests “to be walked” in an efficient and professional manner.

· Assist and engage with hotel front desk personnel and be available to step in and assist with regular front office operations.

· As needed, assist with guest services and valet representatives with regular guest services duties. 

· Supports the staff and performs the duties of a housekeeper when required.

· Performs additional duties as directed by senior management.

· Responding and following up with all MOD reports that require attention or need during shift.

· Ensure monthly inventory of Sundries, with orders to maintain par levels for



Equal employment opportunity, including veterans and individuals with disabilities.

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