Director Of Front Office

Canopy by Hilton Jersey City; Jersey City (NJ); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dynamic Front Office Manager to lead their team in Jersey City. This role is pivotal in ensuring exceptional guest experiences and maintaining high operational standards. As the Lead Welcome Enthusiast, you'll oversee front desk operations, train staff, and manage guest relations, all while fostering a culture of positivity and service excellence. If you're passionate about hospitality and ready to make a significant impact, this opportunity is perfect for you!

Qualifications

• Minimum three years of hotel front desk supervisory experience.
• Experience with cash handling and accounting procedures.

Responsibilities

• Supervises front office personnel and ensures proper completion of duties.
• Resolves guest problems quickly and courteously.
• Prepares monthly reports and budgets for the front office.

Skills

Hotel Front Desk Management

Customer Service

Cash Handling

Administrative Skills

Staff Training

Education

Two-Year College Degree

Tools

Front Office Computer System

Job description

Canopy by Hilton's culture is defined by who we are and how we interact with each other, our guests, our partners, and our neighbors. Our culture, "Positively Yours," is much more than a slogan. It's our underlying attitude, the story of who we are and how we approach everything.

At the core of Canopy by Hilton’s culture is the Positive Stay Promise. An ideal Enthusiast sets the tone for creating the “Positively Yours” culture at our hotel and is committed to delivering the lifestyle experiences our guests want.

The beautiful new Canopy Jersey City Arts District is looking for an exceptional candidate as its new Lead Welcome Enthusiast!

Job Description for Director of Front Office/ Lead Welcome Desk Enthusiast

POSITION TITLE: Front Office Manager / Front Desk Manager / FOM

REPORTS TO: Director of Rooms

POSITION SUMMARY: Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and budgets for the front office department.

FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:

1. Trains, cross-trains, and retrains all front office personnel.
2. Participates in the selection of front office personnel.
3. Schedules the front office staff.
4. Supervises workload during shifts.
5. Evaluates the job performance of each front-office employee.
6. Maintains working relationships and communicates with all departments.
7. Maintains master key control.
8. Verifies that accurate room status information is maintained and properly communicated.
9. Resolves guest problems quickly, efficiently, and courteously.
10. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
11. Reviews and completes credit limit report.
12. Works within the allocated budget for the front office.
13. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
14. Checks cashiers in and out and verifies banks and deposits at the end of each shift.
15. Enforces all cash handling, check-cashing, and credit policies.
16. Conducts monthly scheduled meetings of front office personnel.
17. Always wears the proper uniform. Requires all front office employees to always wear proper uniforms.
18. Upholds the hotel's commitment to hospitality.
19. Prepares performance reports related to the front office.
20. Maximizes room revenue and occupancy by reviewing status daily. Analyzes rate variance, monitors credit report, and maintains close observation of daily house count. Monitors selling status of house daily, e.g., flash report, allowances, etc.
21. Monitors high-balance guests and takes appropriate action.
22. Ensures implementation of all hotel policies and house rules.
23. Operates all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
24. Prepares revenue and occupancy forecasting.
25. Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
26. Ensures that employees are attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
27. Monitors all VIPs, special guests, and requests.
28. Maintains required pars of all front office and stationery supplies.
29. Reviews daily front office work and activity reports generated by Night Audit.
30. Reviews the Front Office logbook and guest feedback forms daily.
31. Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
32. Performs other duties as requested by management.
33. Must be able to lift and carry up to 40 pounds.
34. Must be able to stand in stationary position for longer periods, up to 75% of the time.
35. Maintains brand standards and scores.

PREREQUISITES:

EDUCATION: Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE: Minimum of three years of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks. Hilton property experience preferred.